Senior Escalation Leader for Customer Advocacy

Keurig Dr Pepper Inc.; Frisco (TX); On-site; USD 76,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k with company match

Paid Time Off

Job summary

Keurig Dr Pepper Inc. is seeking a Senior Escalation Specialist in Frisco, TX to lead intake and resolution of escalated consumer complaints, working with Legal, Quality, and Brand teams to ensure timely outcomes.

You will guide call center agents, analyze escalation trends, and drive improvements in processes and knowledge base. A strong background in customer service leadership is required.

Qualifications

• 5+ years in customer service or contact centers.
• 2+ years in a leadership role providing guidance to teams.
• Experience supervising or coaching call center agents.
• Strong written, verbal communication and conflict resolution skills.
• Proficiency in Microsoft Office and CRM tools.
• Bachelor’s degree preferred.

Responsibilities

• Lead the intake and resolution of escalated consumer complaints, ensuring timely outcomes.
• Monitor escalation trends and conduct internal reviews to identify risks or recurring issues.
• Partner with Legal, Quality, and Brand teams to handle high-risk issues.
• Track status of consumer samples and coordinate with facility quality managers for accurate communication.
• Develop and execute resolution strategies balancing customer satisfaction with company policies.
• Provide leadership and coaching to call center agents on escalation procedures.
• Facilitate ongoing training and updates to processes, systems, and policies.
• Collect and analyze data on consumer contacts and escalations to inform leadership decisions.

Skills

Leadership

Customer service

Coaching

Excel

Communication

Education

Bachelor's degree in Business or related field

Tools

CRM platforms

Job description

Keurig Dr Pepper Inc. is seeking a Senior Escalation Specialist in Frisco, TX to lead intake and resolution of escalated consumer complaints, working with Legal, Quality, and Brand teams to ensure timely outcomes.

You will guide call center agents, analyze escalation trends, and drive improvements in processes and knowledge base. A strong background in customer service leadership is required.