Escalation Specialist

We are seeking a compassionate and solution-driven Escalation Specialist to manage complex customer concerns with professionalism and empathy. This role requires exceptional interpersonal skills, the ability to assess and respond to customer emotions, and a calm, strategic approach to resolving issues. As an Escalation Specialist, you will be responsible for de-escalating tense interactions, ensuring customer satisfaction, and collaborating with internal teams to implement long-term solutions. If you excel in high-stress situations and have a passion for turning challenges into positive outcomes, this position is for you.Key Responsibilities:Take full ownership of escalated customer issues, ensuring timely and satisfactory resolution.Assess customer emotions, actively listen, and tailor communication to de-escalate tense interactions.Provide clear and consistent updates to customers regarding the status of their concerns.Collaborate with internal teams to identify and implement long-term solutions for recurring issues.Uphold high levels of customer satisfaction while adhering to company policies and standards.Salary: $20.00  - $25.00 per hourWorking Schedule : Monday - Friday 9:00AM to 5:30PM EST