In-Office CX Escalations Specialist

Energy North Group; Lawrence (MA); On-site; USD 28,000 - 40,000; Full time

Job summary

Haffner’s is seeking a Customer Experience Escalations Specialist to own escalated retail concerns across stores, fuel stations, and car washes, and to support Heating Operations escalations. You will manage cases from intake to resolution, coordinate with internal partners, and ensure service recovery within policy and safety rules.

This is an in-office role with no remote or hybrid options, requiring strong communication, documentation, and cross-team collaboration.

Qualifications

• Requires high school diploma and 2+ years in customer service or related field.
• Ability to communicate clearly in writing and verbally.
• Proficiency with CRM and case-management tools is preferred.

Responsibilities

• Serve as primary contact for escalated retail and Heating Operations issues.
• Own cases from intake through resolution and follow-up.
• Coordinate refunds, credits, or recovery actions within policy.
• Collaborate with multiple teams to ensure timely resolution.

Skills

Excellent communication skills

Conflict resolution

Multitasking

CRM or case-management experience

MS Office proficiency

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM systems

Case-management platforms

Job description

Haffner’s is seeking a Customer Experience Escalations Specialist to own escalated retail concerns across stores, fuel stations, and car washes, and to support Heating Operations escalations. You will manage cases from intake to resolution, coordinate with internal partners, and ensure service recovery within policy and safety rules.

This is an in-office role with no remote or hybrid options, requiring strong communication, documentation, and cross-team collaboration.