Senior Customer Escalations Specialist

Tech Sales Jobs; Richardson (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Insurance (Medical, Dental, Vision)

401(k)

Life & disability insurance

Training opportunities

Career development

Job summary

Service Experts is seeking an Account Coordinator IV in Richardson, TX to manage escalated customer issues related to the Advantage program. You will liaise with Marketing, Legal and Field Leadership to protect customer relationships and ensure high-quality resolutions.

This full-time role requires a strong background in customer service, detailed organizational skills, and the ability to work under pressure while maintaining confidentiality and professionalism.

Qualifications

• High school diploma with a minimum of 5 years advanced customer service or complaint resolution experience.
• Ability to de-escalate and be persuasive to reach a mutual resolution.
• Ability to learn and follow company processes and procedures.
• Highly organized and detail oriented.
• Excellent follow through skills.
• Ability to maintain confidentiality of customer information and other sensitive data.
• Ability to work well under pressure.
• Ability to multitask in a busy work environment and to organize and manage multiple priorities.
• Excellent customer-service skills, verbal and written, with interpersonal abilities.
• Working knowledge of CRM systems, MS Word and Outlook.

Responsibilities

• Investigate and resolve escalations from BBB, legal and other regulatory bodies.
• Provide backup support to the team leader for the customer escalations department.
• Serve as a point of contact for the customer care team and other departments for guidance on mitigating escalations.
• Receive, investigate and manage customer complaints to full completion within SLAs.
• Protect the integrity of the Service Experts brand and the Advantage program.
• Track escalations and reasons in multiple internal systems.
• Coordinate with 20+ US Service Center points of contact to resolve complaints.
• Facilitate asset transfers and customer information updates.
• Handle buyout requests including calculations and leadership approvals.
• Use retention strategies via phone and email to reduce early terminations.
• Process payments and refunds via standard protocol.
• Report trends or opportunities to leadership.
• Represent the company professionally in all matters.
• Perform other duties as assigned.

Skills

Customer service

De-escalation

Multitasking

Communication

Organization

Confidentiality

Pressure handling

Teamwork

Following processes

Education

High school diploma or GED

Tools

CRM software

MS Word

Outlook

Job description

Service Experts is seeking an Account Coordinator IV in Richardson, TX to manage escalated customer issues related to the Advantage program. You will liaise with Marketing, Legal and Field Leadership to protect customer relationships and ensure high-quality resolutions.

This full-time role requires a strong background in customer service, detailed organizational skills, and the ability to work under pressure while maintaining confidentiality and professionalism.