Customer Service Escalations Specialist

Staffmark Total Talent Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX.

Schedule: Fully on-site, Monday – Friday | 8:00 AM to 5:00 PM (hours may vary)

Customer Service Escalations Specialist

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Skills:

Summary:

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.

Responsibilities:

• 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 they reach your attention through final resolution (time varies from hours to weeks depending on the case)
• 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 through GCIC, GSPN, Npass, NERP, SCM, GRMS, and CUP to discover what went wrong and correct the issue
• 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
• 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 to continuously improve processes to enhance after-sale B2B service experience

Requirements:

• Bachelor’s degree preferred
• 1-3 years of experience in retail customer service escalations
• 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

Staffmark talent working with this client receives competitive compensation and a great benefits package!

Employee Benefits Include:

• Medical
• Dental
• Vision
• 401k
• Paid Time Off + More!