Customer Service Representative

Escalation Specialist

Payrate: $36.00 - $36.00/hr. Summary: The Escalation Specialist plays a crucial role in ensuring the satisfaction of B2B channel customers by efficiently handling the most critical and urgent requests. The ES works closely with Retail and Builder Partner Care Account Managers and across various departments to ensure prompt resolution in a time-sensitive environment. This role serves as the escalation point for 30 regional sales managers and 5 call center supervisors, supporting our largest repeat customers.

Responsibilities

• Escalation Handling: Collaborate with dedicated BPO Agent Support, Field Operations, Product Support, GPCA, Business Center, ENR, and Sales teams to resolve complex customer problems. Track dozens of specific cases from the time it reaches your attention through final resolution (time varies from hours to weeks depending on the case).
• ERP System Expert: Past ERP experience desired, but more important is the ability to ask questions, learn new tools, and seek answers that both quickly resolve current escalations and also prevent future escalations. Work across tables and databases to track repair history, exchange progress, system errors and limitations, and Client solutions that fit our customers' needs and our policy restrictions. Daily and hourly track specific escalations through GCIC, GSPN, Npass, NERP, SCM, GRMS, and CUP to Client what went wrong and correct the issue.
• Communication / Relationship Mindset: Maintain clear and professional communication with dealers, builders, distributors, service providers, and sales. Treat the people you talk to as partners rather than tickets; become the reason B2B partners stay with Company. Behind every request is a person with a name, a job, a boss, and a deadline. When you treat them that way, everything changes — the tone of the call, how much they trust you, and how forgiving they are when something goes wrong. Provide timely status updates, keeping everyone in the loop on progress made and roadblocks encountered.
• Documentation / Quality Assurance: Record all customer escalations via MS SharePoint – detailing issue reported, actions taken, failure modes, and final resolution. Analyze trends in service escalations to recommend improved policy and process measures. Generate reports for management review with the goal of continuously improving processes to enhance after-sale B2B service experience.

Qualifications

• High school diploma or equivalent (Bachelor's degree preferred).
• Previous experience in customer service, or warranty claims within the appliance industry.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Familiarity with appliance repair components and functionality is a plus.

Pay Transparency: The typical base pay for this role across the U.S. is: $36.00 - $36.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.

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