Escalation Specialist

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

Key Responsibilities

Resolve intermediate to complex inquiries and complaints while providing accurate information and solutions

Maintain detailed records of customer interactions and ensure proper case logging in the CRM

Act as the first escalation point for problem resolution, anticipating customer needs and proactively identifying solutions

Required Qualifications

High School Diploma or GED

At least 1 year of experience as a Specialist II or equivalent experience

Knowledge of customer service principles and processes

Experience in identifying operational issues and implementing strategies for improvement

Intermediate to advanced level PC skills and keyboarding skills (minimum 25 WPM)