Escalations Specialist

Domestic & General • Norwalk, CT

1d • $54,000 - $60,000 • Remote

About The Position

At Domestic & General, we're committed to delivering exceptional customer experiences every day. When issues arise that require the highest level of attention, our Executive & Regulatory Complaint Specialists play a vital role in protecting our customers, our clients, and our reputation. We're looking for a skilled and customer-focused professional to join our Service Operations team. In this role, you'll manage complex and high-profile customer escalations received through executive leadership teams, regulatory agencies, legal channels, and the Better Business Bureau. You'll investigate concerns, identify root causes, and work collaboratively across the business to deliver fair, timely, and effective resolutions.

Requirements

• Previous experience handling executive escalations, regulatory complaints, customer advocacy, or a related function.
• Strong investigative, analytical, and problem-solving skills.
• Excellent written and verbal communication skills with the ability to influence and engage stakeholders at all levels.
• Experience managing sensitive or complex customer situations with professionalism and empathy.
• Confidence working independently, managing multiple priorities, and delivering against deadlines.
• Experience using complaint management systems and Microsoft Office products.

Nice To Haves

• A bachelor's degree or equivalent experience is preferred.
• Previous experience within the home services industry would be advantageous.

Responsibilities

• Managing and resolving executive-level customer escalations and complaints.
• Investigating regulatory complaints, legal demands, attorney general enquiries, and Better Business Bureau cases.
• Conducting detailed research across multiple systems to identify appropriate customer outcomes.
• Drafting professional written responses for executive, regulatory, legal, and BBB channels.
• Analysing complaint trends and root causes to identify opportunities for improvement.
• Collaborating with Operations, Compliance, Legal, Client Services, and leadership teams to implement corrective actions.
• Producing accurate reporting and maintaining detailed case records.
• Supporting process, policy, and training improvements that enhance the customer experience and reduce complaint volumes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree