Customer Care Representative (Escalations & Advanced Customer Support)

Job Description

Job Description

Job Summary

We are looking for a highly skilled and experienced Customer Care Representative to join our team. In this role, you will serve as a key escalation point for complex customer inquiries and issues. You will handle advanced-level customer service calls, troubleshoot sophisticated problems, de-escalate challenging situations, and drive resolutions that exceed customer expectations. This position is ideal for someone who thrives in high-pressure environments, possesses exceptional problem-solving abilities, and is passionate about delivering outstanding customer experiences.

Schedule

Monday - Friday 7:30 - 4:30 pm (hours may change based on business needs)

Key Responsibilities

• Manage inbound advanced and escalated customer calls, emails, for complex issues that advanced problem resolution.
• Act as the primary point of contact for customer problem escalations from the Client Service team, coordinating with internal teams (Field Service, Billing, Dispatch Operations, etc.) to achieve timely resolution.
• Deliver empathetic, professional, and solution-oriented communication while maintaining composure during difficult customer interactions.
• Follow up with customers post-resolution to ensure complete satisfaction and gather feedback.

Requirements & Qualifications

• Experience: 5+ years of proven customer service experience, with at least 1–2 years specifically handling escalations in a call center environment.
• Strong problem-solving and analytical skills with the ability to think quickly and manage multiple priorities.
• Exceptional verbal and written communication skills with a demonstrated ability to de-escalate tense situations.
• High emotional intelligence, patience, and empathy.
• Proficient in using CRM systems (Service Titan preferred).
• Solid technical aptitude and the ability to quickly learn complex products or services.

Preferred Qualifications

• Previous experience in a senior or lead customer service role.
• Knowledge of specific industry (HVAC, Electrical, Plumbing or other Home Service)

What We Offer

• Competitive salary.
• Comprehensive benefits package (health, dental, vision, 401(k), etc.).
• Supportive team environment focused on continuous improvement.

If you are a customer-obsessed professional who excels at turning challenging situations into positive outcomes, we would love to hear from you