Escalations Specialist

Daybreak • Los Angeles, CA

6h

About The Position

The Customer Experience Escalations & Retention Specialist is responsible for resolving high-stakes issues with customers. They manage all escalation and cancellation requests and ensure patient resolution satisfaction. This role requires a proactive and solutions-oriented team member who can maintain high standards of customer care while effectively managing the escalation processes.

Requirements

• 3+ years of experience in an escalations and/or customer service role
• Dedication to providing excellent customer service, with experience in resolving complex customer issues and managing sensitive situations
• Exceptional communication skills, both verbal and written
• Ability to communicate cross-functionally to fuel the feedback loop between customers and other departments (product, sales, marketing, etc.)

Nice To Haves

• bachelor’s degree preferred
• Salesforce proficiency preferred

Responsibilities

• Handle escalated issues, ensuring timely and effective resolutions that align with company policies and customer expectations.
• Manage patient interactions to achieve high levels of satisfaction, following up on cases as needed to ensure positive outcomes.
• Handle cancellation requests from patients, ensuring the refund policy is upheld while maintaining customer satisfaction.
• Define, monitor and manage the customer resolution account, ensuring that resolutions stay within the allotted parameters and budget.
• Track and report on key performance indicators (KPIs), including customer satisfaction scores, resolution times, and compliance with company standards.
• Collaborate with other departments, such as product development and sales, to address recurring issues and improve overall customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level