Customer Experience Escalations Specialist

Role Overview

The Customer Experience Escalations Specialist owns escalated customer concerns involving Retail Operations and supports escalations from Heating Operations. The role manages assigned cases from intake through resolution and follow-up, coordinates internal partners, keeps customers informed, documents outcomes, and supports service recovery and retention within established policies, approval limits, safety protocols, and operational boundaries.

What You Will Do

The primary responsibilities include serving as the primary Customer Experience contact for assigned retail escalations, receiving concerns through phone, email, web form, or internal referral, assessing urgency, gathering facts, documenting the issue, and establishing next steps.

Why It Might Be a Fit

The ideal candidate will have clear written and verbal communication, conflict-resolution skills, sound judgment, and the ability to manage multiple active cases and customer commitments. Proficiency with Microsoft Office and customer service, CRM, or case-management platforms is also required.

Requirements

• High school diploma or equivalent
• Two or more years of customer service, customer support, contact-center, retail, hospitality, account-support, or related experience
• Clear written and verbal communication, conflict-resolution skills, sound judgment, and the ability to manage multiple active cases and customer commitments
• Proficiency with Microsoft Office and customer service, CRM, or case-management platforms