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Sr. Customer Escalation Specialist

S01 Field Support

Job Title: Sr. Customer Escalations Specialist 

Reports To: Contact Center Manager
Status: Full-Time, Permanent
Location Address: 3400 N Central Expy, Suite 410, Richardson, TX, 75080 (full-time on-site)
Pay: $24.00-$30.00 per hour

General Description

Highly visible role utilizing Advantage and Service Experts knowledge along with above average soft skills to resolve escalated customer complaints of Advantage Program participants.  Receives, maintains & facilitates communication between Marketing, Legal & Field Leadership with the uniform goal of maintaining the integrity of the customer relationship.  Liaison between the customer and Service Experts to effectively reach a mutually agreeable resolution.  Provides administrative support by following the standardized processes and procedures set forth for specialized programs.  Work is performed under general supervision with latitude for decision making within assigned guidelines. 

Duties & 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.

Qualifications

  • High school diploma with a minimum of 5 years advanced customer service or complaint resolution experience.
  • Ability to de-escalate and be persuasive in order to reach a mutual resolution.
  • Ability to learn and follow company process and procedures.
  • Highly organized & detailed 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, as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population.
  • Working knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook software applications.
  • Utilizes various computerized systems and software to perform tasks.
  • Must be professional and can communicate effectively both externally & internally including up to the Executive Leadership in a pleasant, business-like, and customer-focused manner.
  • Ability to work effectively and productively in both a team environment as well as independently.

What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:

  • Competitive Pay with incentive opportunities.
  • Paid Time Off and Company Holiday Pay.
  • Medical, Dental, and Vision Insurance programs.
  • 401(k) Retirement Savings Plan with company matching contributions.
  • Life Insurance and disability insurance options.
  • Supplemental benefit programs.
  • World Class Training opportunities through our Experts University.
  • Career Development opportunities.

 

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com

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