Customer Care Escalation Specialist

Overview

The Customer Support Escalation Specialist supports customers through inbound voice interactions and complex case resolution
, providing thoughtful, empathetic, and solutions-focused support across a variety of sensitive and complex customer concerns.

This is a dual-function role with a primary focus on handling inbound customer calls
, while also supporting offline case management, investigation, and follow-up responsibilities as business and call volume permit. The Specialist gathers and evaluates information, identifies potential risk, determines appropriate next steps, coordinates with internal partners when necessary, and maintains professional customer communication throughout the resolution process.

The ideal candidate is a skilled customer service professional, problem-solver, and communicator who can remain objective and empathetic while navigating complex or emotionally challenging customer interactions in a fast-paced environment

• Handle inbound customer calls involving complex, sensitive, or escalated concerns, using active listening, sound judgment, empathy, and advanced de-escalation techniques to understand the customer's needs and determine appropriate next steps.
• Provide real-time customer support and resolution while navigating multiple systems, researching available information, and accurately documenting customer interactions and outcomes.
• Manage assigned offline customer cases and follow-up activities as inbound call volume permits
  , conducting research, interviews, fact-finding, and outreach necessary to move cases toward resolution.
• Assess concerns involving illness, injury, discrimination allegations, property damage, customer restrictions, product safety, and other sensitive customer matters while identifying and escalating potential legal, regulatory, or reputational risks as appropriate.
• Partner with Risk, Quality, Retail Operations, Compliance, and other cross-functional teams to support accurate, consistent, and timely customer resolutions.
• Maintain clear, objective, and comprehensive documentation of inbound customer interactions, case activity, research, communications, and resolution outcomes.
• Apply sound judgment, empathy, active listening, conflict resolution, and advanced de-escalation techniques when handling sensitive or emotionally charged customer interactions.
• Develop evidence-based recommendations that balance customer needs, company policies, and potential business risk.
• Obsess over the customer experience, resolving incidents while building long-term customer trust and loyalty.
• Identify trends and recurring customer concerns and share insights that may improve processes, service quality, and the overall customer experience.

Balance inbound customer demand with offline case-management responsibilities while meeting established service, quality, productivity, documentation, and customer experience expectations

• Minimum 2 years of customer-facing experience in customer service,
  contact center operations
  , investigations, claims, case management, healthcare support, regulatory support, risk management, or a related field, with experience handling complex or sensitive customer interactions.
• Experience handling inbound customer calls in a customer service, contact center, or similar high-volume environment
  .
• Strong interviewing, research, fact-finding, and analytical problem-solving skills.
• Excellent written and verbal communication, active listening, conflict resolution, and de-escalation skills.
• Ability to sustain empathy across highly escalated, emotionally complex case types.
• Strong attention to detail with the ability to accurately document customer interactions and case activity.
• Demonstrated sound judgment, discretion, and…