Customer Service Escalation Specialist

Job Summary

A company is looking for a Customer Service Escalation Specialist to support the Employee Benefits Customer Service Team.

Key Responsibilities

• Design and implement efficient customer service processes for handling complex inquiries and escalations
• Oversee the resolution of complex customer issues, ensuring timely and accurate responses
• Establish quality assurance standards and prepare performance reports for senior management

Required Qualifications

• Proven experience in Customer Service/Relationship Management in Employee Benefits
• Familiarity with Life/AD&D, Dental, Vision, and Short and Long-Term Disability products
• Experience handling complex customer service teams with empathy and composure
• Ability to manage multiple issues simultaneously while ensuring timely resolutions
• Experience supporting offshore/BPO relations is preferred