Client Escalation Specialist
About The Position
The role of the Client Escalation Specialist is to ensure clients are satisfied throughout the customer journey, respond to cancellation requests, deescalate clients calls, offer creative solutions and concessions to retain clients and partner with other departments to improve internal processes and the client experience. The ideal candidate will provide exceptional customer service and support and be incredibly thorough to help the company maintain the highest quality standards. We’re all about that in-person vibe—this role is 100% on-site! If you’re excited to work side-by-side with our team (or are ready to make the move), then you’re a perfect fit. If not, we kindly ask you to hold off on applying. Thanks for understanding and happy job hunting!
Requirements
- 3+ years previous experience in call center or sales environment
- Prior experience managing escalated calls and high-priority client concerns.
- Excellent data collection and analysis skills
- Experience using CRM systems (such as Salesforce or similar platforms) to manage escalated cases and client communications.
- High school diploma or general education degree (GED); and 1-2 years of related experience and/or training; or equivalent combination of education and experience.
Responsibilities
- Manage, respond, and resolve cancellation requests submitted in our ticketing systems.
- Call clients to actively listen and empathetically understand their concerns and reasons for cancellations providing suggestions for areas of improvements to management.
- Utilize persuasive communication techniques to address customers’ issues and resolve complaints effectively.
- Identify trends and underlying problems or dissatisfaction points and propose appropriate solutions to retain clients.
- Collaborate with other departments, such as sales or customer service, to ensure a seamless resolution process.
- Properly document notes and all client interactions in the company’s ticketing and CRM system.
- The job includes other duties and responsibilities assigned by management.
Benefits
- Medical, Dental, and Vision Insurance (starting after 60 days)
- Paid Time Off
- 401(k) retirement plan with company match
- Professional Development Program to support your growth
- Access to our on-site gym and gaming lounge
- Catered team lunches every Friday
- Fun and energizing quarterly company outings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
11-50 employees
