Escalations Specialist: Refunds & Member Experience

One Pass Solutions; United States; Hybrid; USD 55,000 - 85,000; Full time

Job summary

One Pass Solutions, Inc. is hiring an Escalations Specialist to manage and resolve complex member escalations, including refund-related cases and access issues. You will work with customer service, partners, and management to mitigate dissatisfaction and protect the brand integrity.

The role emphasizes timely resolutions, strong communication, and collaboration across teams. This is a hybrid position in the Minnesota–St. Paul Twin Cities area with remote work options across several U.S. states.

Qualifications

• 3+ years in escalations management or a related role.
• Proven experience handling complex cases with timely, empathetic resolutions.
• Strong written communication and ability to document interactions clearly.

Responsibilities

• Manage and resolve escalated member cases including refunds, access, and technical issues.
• Investigate root causes and provide tailored solutions to ensure satisfaction and loyalty.
• Collaborate with internal teams and external partners to improve member experiences.

Skills

Escalations management

SalesforceCRM

Customer service

Written communication

Education

Bachelor's degree

Tools

Salesforce

Job description

One Pass Solutions, Inc. is hiring an Escalations Specialist to manage and resolve complex member escalations, including refund-related cases and access issues. You will work with customer service, partners, and management to mitigate dissatisfaction and protect the brand integrity.

The role emphasizes timely resolutions, strong communication, and collaboration across teams. This is a hybrid position in the Minnesota–St. Paul Twin Cities area with remote work options across several U.S. states.