In-Office Customer Escalations Specialist

Haffner's; Lawrence (MA); Presencial; USD 28.000 - 40.000; Jornada completa

Descripción de la vacante

Haffner’s, a regional leader in fuel distribution serving New England, seeks a Customer Experience Escalations Specialist for an in-office role in Lawrence, MA. You will own escalated retail concerns across stores, fuel stations, and car washes, and support Heating Operations escalations, driving timely resolutions within policy and safety guidelines.

You will coordinate service-recovery actions, maintain clear communications with customers, and collaborate with cross-functional teams to ensure

Formación

• High school diploma or equivalent and 2+ years in customer-facing roles.
• Strong written and verbal communication with conflict-resolution skills.
• Ability to manage multiple active cases and document progress.
• Proficiency with Microsoft Office and CRM or case-management platforms.
• Experience resolving escalated concerns or supporting service recovery preferred.

Responsabilidades

• Serve as the primary contact for retail escalations involving stores, fuel stations, car washes, customer transactions, site conditions, service concerns, and access issues.
• Coordinate refunds, credits, or other service-recovery actions within delegated authority and company policy.
• Support Heating Operations escalations involving heating service, delivery, billing, payments, account access, no-heat concerns or service interruptions.
• Route scheduling, field execution, technical, account-administration, credit or collection decisions to the appropriate owner.
• Maintain case documentation, updates, and ensure timely closure and customer follow-up.

Conocimientos

Customer service

Conflict resolution

Communication skills

CRM systems

Multitasking

Independent work

Herramientas

CRM platforms

Microsoft Office

Descripción del empleo

Haffner’s, a regional leader in fuel distribution serving New England, seeks a Customer Experience Escalations Specialist for an in-office role in Lawrence, MA. You will own escalated retail concerns across stores, fuel stations, and car washes, and support Heating Operations escalations, driving timely resolutions within policy and safety guidelines.

You will coordinate service-recovery actions, maintain clear communications with customers, and collaborate with cross-functional teams to ensure