Customer Service Representative - Escalation Specialist

The Escalation Specialist plays a crucial role in ensuring the satisfaction of B2B channel customers by efficiently handling the most critical & urgent requests. The ES works closely with Retail and Builder Partner Care Account Managers and across various departments to ensure prompt resolution in a time sensitive environment. This role serves as the escalation point for 30 regional sales managers and 5 call center supervisors, supporting our largest repeat customers

**Key Responsibilities: **

1. **Escalation Handling: **

• Collaborate with dedicated BPO Agent Support, Field Operations, Product Support, GPCA, Business Center, ENR and Sales teams to resolve complex customer problems
  
• Track dozens of specific cases from the time it reaches your attention thru final resolution (time varies from hours to weeks depending on the case)
  

2. **ERP System Expert: **

• Past ERP experience desired, but more important is ability to ask questions, learn new tools, and seek answers that both quickly resolve current escalations and also prevent future escalations
  
• Work across tables and databases to track repair history, exchange progress, system errors and limitations, and discover solutions that fit our customers needs and our policy restrictions
  
• Daily and hourly track specific escalations thru GCIC, GSPN, Npass, NERP, SCM, GRMS, and CUP to discover what went wrong and correct the issue
  

3. **Communication / Relationship mindset: **

• Maintain clear and professional communication with dealers, builders, distributors, service providers, and sales
  
• Treat the people you talk to as partners rather than tickets; become the reason B2B partners stay
• Behind every request is a person with a name, a job, a boss, and a deadline. When you treat them that way, everything changes — the tone of the call, how much they trust you, and how forgiving they are when something goes wrong
  
• Provide timely status updates, keeping everyone in the loop on progress made and roadblocks encountered
  

4. **Documentation / Quality Assurance: **

• Record all customer escalations via MS SharePoint – detailing issue reported, actions taken, failure modes, and final resolution
  
• Analyze trends in service escalations to recommend improved policy and process measures
  
• Generate reports for management review with goal of continuously improving processes to enhance after-sale B2B service experience
  

**Qualifications:**

• High school diploma or equivalent (Bachelor's degree preferred)
  
• Previous experience in customer service, or warranty claims within the appliance industry
  
• Strong problem-solving skills and attention to detail
  
• Excellent communication and interpersonal skills
  
• Ability to work collaboratively in a fast-paced environment
  
• Familiarity with appliance repair components and functionality is a plus