Escalations Specialist

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Escalation Analyst will be expected to provide a high level of service and exceptional support to end users in a demanding, fast paced environment. Escalation Analyst will assist with any calls escalated from our T1 agents, payment and billing inquiries, held order transactions, and other queries.

Essential Functions

• Provide phone support for T1 level agents
• Handle calls at an escalated level
• Work with peers and leadership by communicating trends and developing issues
• Research and verify account information
• Maintain established standards for customer service
• Process manual payment transactions
• Handle Follow Up requests
• Respond to customer email inquiries


• 2-years’ experience as a representative in a Contact Center
• Experience dealing with irate customers
• Experience as a representative in Customer Service, Collections, Finance, Investigative Analysis, or related field preferred
• Requires shift-work, including weekends, non-business hours and holidays
• Assumes additional responsibilities as requested
• Ability to handle stressful situations in a courteous, professional and efficient manner
• Ability to quickly learn new systems and policies/procedures.

Position Qualifications:
• High school diploma or equivalent required.
• Microsoft Office
• PC skills


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