Senior Escalations Coordinator

2210 Advantage Experts Services LLC; United States; On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

PTO & Holidays

Medical, Dental, Vision insurance

401(k) with company match

Life & disability insurance

Supplemental benefits

World-class training

Career development

Job summary

Service Experts is seeking an experienced escalation specialist to investigate and resolve escalations from BBB, legal and regulatory bodies, while upholding the integrity of the Advantage program. You will collaborate with Marketing, Legal, Field Leadership and 20+ US Service Centers to reach mutually agreeable resolutions and maintain customer trust.

The role requires strong communication, de-escalation, organization, and adherence to standardized processes, with opportunities for training and

Qualifications

• High school diploma with 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 process and procedures.
• Highly organized & detail oriented.
• Excellent follow through skills.
• Ability to maintain confidentiality of customer information and other sensitive data.
• Excellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution.
• Working knowledge of CRM 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.
• Other duties as assigned.

Skills

De-escalation

Customer service

Multitasking

CRM systems

MS Word/Outlook

Communication

Education

High school diploma

Tools

CRM software

MS Word/Outlook

Job description

Service Experts is seeking an experienced escalation specialist to investigate and resolve escalations from BBB, legal and regulatory bodies, while upholding the integrity of the Advantage program. You will collaborate with Marketing, Legal, Field Leadership and 20+ US Service Centers to reach mutually agreeable resolutions and maintain customer trust.

The role requires strong communication, de-escalation, organization, and adherence to standardized processes, with opportunities for training and