Tier 2 Customer Experience Escalation Specialist (Remote Optional)

Helpware

Danville (KY)

Hybrid

USD 42,000 - 62,000

Full time

14 days+

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Job summary

Helpware is seeking a Tier 2 Customer Service Representative in Lexington, Danville, or Somerset, KY with a conditional remote setup. You will serve as the escalation point for complex order, payment, refund, and return issues, working closely with Tier 1 agents to uphold client policies and service standards.

In this role you’ll review pricing, manage RMAs, document cases in Salesforce, and contribute to knowledge base improvements.

Qualifications

2–4 years in customer service or order management with escalations.
Experience resolving complex orders, payments, refunds, or returns.
Strong communication and problem-solving skills.

Responsibilities

Act as the primary escalation point for Tier 1 agents handling complex customer and order issues.
Apply knowledge of product catalog, pricing policy, and workflows to resolve cases.
Review and approve/deny out-of-policy RMAs, refunds and credits, including swaps.
Resolve order discrepancies and credit card pre-authorizations.
Document escalations in Salesforce and related systems.
Collaborate with Team Lead to identify recurring themes and improve processes.
Escalate to Team Lead when issues exceed Tier 2 authority or require cross-team coordination.
Contribute to FAQs and knowledge base content.
Attend calibration sessions to maintain quality and standards.
Other tasks as assigned by client or management.