Senior Account Escalations Coordinator

2240 Service Experts Heating & AC LLC; United States; On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Competitive pay

PTO & holidays

Medical, dental, and vision insurance

401(k) with company match

Life and disability insurance

Training and career development

Employee benefits program

Job summary

Service Experts Heating & AC LLC is seeking an experienced escalation specialist to manage complex customer complaints and resolve them efficiently. You will serve as the primary contact between BBB, legal, and field leadership to safeguard customer relationships and the Advantage program's integrity.

In this role you will follow standardized processes, collaborate with multiple departments, and maintain high service quality. Strong organizational skills and confidentiality are essential.

Qualifications

• High school diploma with minimum 5 years advanced customer service or complaint resolution experience.
• Ability to de-escalate and be persuasive in order to reach a mutual resolution.
• Highly organized and detail oriented.
• Ability to maintain confidentiality of customer information and other sensitive data.
• Working knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook.

Responsibilities

• Primary specialist assigned to investigate and resolve escalations received from BBB, legal & other regulatory bodies.
• Primary back-up to team leader to support the overall customer escalations department when necessary.
• Acts as a point of contact for the customer care team and other departments for guidance on mitigating further escalation of customer issues and diffusing irate customers.
• Receive, investigate & manage customer complaints to full completion within the defined service level targets.
• Protects the integrity of the Service Experts brand and the Advantage program and ensures each customer issue is handled without the highest level of quality.
• Manage and track all escalations and the reason via multiple internal systems.
• Partner with 20+ US Service Center POC's to resolve customer complaints.
• Facilitates all asset transfers and customer information updates.
• Facilitates buy out requests to include calculation of the buyout amount, approval from leadership, communication with the customer and acquisition of the customer approval.
• Uses retention strategies via phone and email to reduce early terminations.
• Processes all received payments via standard protocol and facilitates all refund requests.
• Communicates regularly with leadership regarding any trends or areas of opportunity.
• Represents the company professionally, honestly, and ethically in all business matters and activities.

Job description

Service Experts Heating & AC LLC is seeking an experienced escalation specialist to manage complex customer complaints and resolve them efficiently. You will serve as the primary contact between BBB, legal, and field leadership to safeguard customer relationships and the Advantage program's integrity.

In this role you will follow standardized processes, collaborate with multiple departments, and maintain high service quality. Strong organizational skills and confidentiality are essential.