Escalation Specialist

Job Summary

A company is looking for an Escalation Specialist Centralized Services WAH.

Key Responsibilities

• Resolve intermediate to complex inquiries and complaints, utilizing creative problem-solving methods
• Maintain detailed records of customer interactions and log case details in the CRM
• Serve as the first escalation point for problem resolution and proactively identify solutions

Required Qualifications

• High School Diploma or GED
• Minimum of 1 year experience as a Specialist II or equivalent
• Knowledge of excellent customer service principles and processes
• Experience in identifying operational issues and implementing improvement strategies
• Intermediate to advanced PC skills and keyboarding skills (at least 25 WPM)