Escalations Specialist — Complex Issues (Remote/Hybrid)

GradeBuzz; City of Auburn (NY); Hybride; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Performance incentives

Structured onboarding

Remote or hybrid options

Paid leave

Résumé du poste

GradeBuzz is seeking an Escalations Specialist – Complex Customer Issue Resolution to manage high-priority concerns, investigate issues, and deliver effective resolutions that protect customer satisfaction.

The role requires excellent communication, judgment, and emotional intelligence. You will collaborate with support, operations, product, and management to resolve cases efficiently while upholding SLAs and company policies.

Qualifications

• Bachelor's degree preferred; equivalent work experience considered.
• Strong customer service and problem-solving abilities.
• Experience managing escalations and complex issues.

Responsabilités

• Own escalated complaints and complex service issues.
• Coordinate with cross-functional teams to resolve cases.
• Communicate with customers clearly and provide status updates.
• Document findings, actions, and resolutions in the CRM.
• Monitor SLAs, prepare escalation trend reports, and support process improvements.

Connaissances

Customer service

Empathy

Conflict resolution

Communication

Analytical thinking

Attention to detail

Time management

Collaboration

Decision making

Formation

Bachelor's degree in Business Administration, Communications, Management, Information Technology, or related

Outils

CRM platforms

Ticketing systems

Microsoft Office

Google Workspace

Description du poste

GradeBuzz is seeking an Escalations Specialist – Complex Customer Issue Resolution to manage high-priority concerns, investigate issues, and deliver effective resolutions that protect customer satisfaction.

The role requires excellent communication, judgment, and emotional intelligence. You will collaborate with support, operations, product, and management to resolve cases efficiently while upholding SLAs and company policies.