Escalations Representative

Job Summary

A company is looking for an Escalations Representative to manage high-risk service escalations from homeowners and service professionals.

Key Responsibilities

• De-escalate complex customer escalations with empathy and professionalism
• Investigate concerns by reviewing booking details and past communications
• Evaluate the nature and severity of escalations, balancing customer needs with business priorities

Required Qualifications

• Minimum 6 months of customer service experience, preferably in a high-volume environment
• Experience handling escalated calls
• Strong computer skills, including familiarity with CRM systems and GoogleSuite
• Ability to make critical decisions autonomously and handle tough conversations
• Must have a growth mindset and be open to feedback and coaching