Customer Service/Escalation Supervisor

Max Pay: $33/Hour

Duration:1 year

Overview:

• The Sr Escalation Specialist is responsible for leading the intake and resolution of escalated consumer complaints, ensuring timely and satisfactory outcomes for high-level consumer issues.
• This role requires strong leadership in escalation and complaint management, exceptional communication skills, and a proactive approach to customer advocacy and process improvement.

Key Responsibilities

Escalation & Complaint Management

• Manage the intake and resolution of escalated consumer complaints, ensuring timely and satisfactory outcomes.
• Monitor escalation trends and perform internal reviews to assess potential risks, quality concerns, or recurring issues.
• Partner with internal stakeholders—including Legal, Quality, and Brand teams—to handle sensitive or high-risk consumer issues.
• Track the status of consumer samples, coordinating with facility quality managers to ensure accurate and empathetic customer communication.
• Develop and execute resolution strategies that balance customer satisfaction with company standards and policies.
• Serve as a resource for agents when handling complex or high-risk consumer issues, offering guidance and feedback to improve escalation outcomes.

Data Analysis & Reporting

• Collect and analyze data related to consumer contacts and escalations.
• Identify trends in service quality, customer satisfaction, and recurring issues to improve internal processes and enhance the customer experience.

Qualifications

• Over 5 years of experience in customer service or contact center environments, including 2 years in a leadership role providing guidance and support to teams
• Proven ability to manage escalated customer interactions with professionalism, empathy, and sound judgment.
• Detail-oriented with a commitment to operational excellence.
• Strong written, verbal communication and conflict resolution skills, with the ability to collaborate across functions and influence outcomes.
• Proficiency in Microsoft Office (especially Excel) and CRM tools; Pivot Tables; managing big data; charting/graphing; trends. CRM- OEC
• Bachelor’s degree in business, Communications, or a related field preferred.

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