Escalation Specialist

Description

Job Title

Escalation Specialist

Position Description

The Escalation Specialist plays a crucial role in ensuring the satisfaction of B2B channel customers by efficiently handling the most critical & urgent requests. The ES works closely with Retail and Builder Partner Care Account Managers and across various Client 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.

Roles 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 thru final resolution (time varies from hours to weeks depending on the case).

• ERP System Expert:


- Past ERP experience desired, but more important is 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 discover solutions that fit our customers needs and our policy restrictions.

- Daily and hourly track specific escalations thru GCIC, GSPN, Npass, NERP, SCM, GRMS, and CUP to discover 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 Client.

- 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 goal of continuously improving processes to enhance after-sale B2B service experience.

Skills

• 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.

Education

• High school diploma or equivalent (Bachelor's degree preferred).