Customer Experience Escalations Specialist

Haffner's•Lawrence, MA

About The Position

The Customer Experience Escalations Specialist primarily owns escalated customer concerns involving Retail Operations, including convenience stores, fuel stations, and car washes, while also supporting escalations from Heating Operations (HOPS). The role manages assigned cases from intake through resolution and follow-up, coordinates internal partners, keeps customers informed, documents outcomes, and supports service recovery and retention within established policies, approval limits, safety protocols, and operational boundaries. The specialist receives customer concerns through phone, email, web form, or internal referral; assesses urgency, gathers facts, documents issues, and establishes next steps. The position coordinates with Retail and Heating Operations teams and other responsible groups, routes decisions to the appropriate owners, and promptly refers emergency or field-response needs. It also supports continuous improvement by tracking recurring concerns and helping maintain case-documentation standards, procedures, FAQs, and knowledge resources.

Requirements

High school diploma or equivalent.
Two or more years of customer service, customer support, contact-center, retail, hospitality, account-support, or related experience.
Clear written and verbal communication skills.
Conflict-resolution skills and sound judgment.
Ability to manage multiple active cases and customer commitments.
Ability to work independently and collaborate across Retail and Heating Operations while maintaining accurate records and escalating appropriately.
Proficiency with Microsoft Office and customer service, CRM, or case-management platforms.

Nice To Haves

Experience resolving escalated concerns or supporting service recovery.
Convenience store, fuel station, car wash, heating oil, propane, HVAC, delivery, dispatch, utilities, or home-services experience.

Responsibilities

Serve as the primary Customer Experience contact for assigned retail escalations involving stores, fuel stations, car washes, customer transactions, site conditions, service concerns, and customer access issues.
Receive concerns through phone, email, web form, or internal referral; assess urgency, gather facts, document the issue, and establish next steps.
Own assigned cases through closure, including customer updates, internal follow-up, documentation, and confirmation of the final resolution.
Coordinate approved refunds, credits, or other service-recovery actions within delegated authority and company policy.
Support Heating Operations escalations involving heating service, delivery, billing, payments, account access, no-heat concerns, or service interruptions.
Partner with Heating Operations, Dispatch, Service, Central Support, Billing, Accounting, and other responsible teams to gather information, coordinate customer communication, and track issues through resolution.
Route scheduling, field execution, technical, account-administration, credit, collection, and policy decisions to the appropriate HOPS owner.
Prioritize safety, no-heat, service interruption, vulnerable-customer, retail-site disruption, and weather-related concerns; immediately route emergency or field-response needs to the responsible team.
Maintain clear ownership, handoffs, due dates, and status updates while representing the customer perspective and respecting operational, financial, safety, and technical decision rights.
Escalate matters requiring management approval, legal review, technical expertise, operational action, credit or collection authority, or a policy exception.
Support retention and service recovery by identifying practical solutions, communicating outcomes clearly, and following through on commitments.
Track recurring retail and HOPS concerns, handoff failures, and communication gaps; prepare summaries and recommendations for Customer Experience leadership.
Help maintain case-documentation standards, service procedures, FAQs, and knowledge resources; participate in training, quality reviews, audits, seasonal initiatives, and continuous improvement.