Call Center Escalation Analyst

This position is dedicated to ensuring that the standards of service by Good Sam and its partners are consistently delivered providing a positive and seamless customer journey. This is a preventative team that takes proactive measures to mitigate potential at-risk roadside events. You will be responsible for monitoring cases to ensure the intent of the program and company expectations are being met to ensure the customer experience aligns with the overarching goals of our roadside assistance program. In this role, you will collaborate closely with various internal teams and external partners to facilitate prompt and effective resolutions for our members during their roadside event. You will have the authority to make decisions beyond program limitations when necessary, prioritizing the customer experience. The ability to quickly adapt to complex situations and clearly communicate your decision-making process will be essential for success in this role.