Customer Service Escalations Specialist

Customer Service Escalations Specialist – America Van Lines

America Van Lines is a respected name in the moving industry, delivering exceptional service to families and businesses nationwide.

As the Customer Service Escalations Specialist, you will be the go-to expert for resolving complex customer concerns that require industry knowledge, empathy, and problem‑solving. You will collaborate with operations, dispatch, claims, and other departments to resolve escalated issues quickly and professionally, ensuring customer satisfaction.

• Handle escalated customer complaints via phone, email, and other channels with professionalism and urgency.
• Investigate and resolve service issues by reviewing move documentation, speaking with crews, and analyzing internal reports.
• Collaborate with internal teams (dispatch, claims, and operations) to ensure timely and effective resolutions.
• Maintain accurate records of all escalations and outcomes in the CRM system.
• Identify recurring issues and recommend improvements to reduce future escalations.
• Provide coaching and guidance to frontline representatives on handling difficult situations.
• Ensure all resolutions align with company policies, DOT regulations, and customer service standards.
• Follow up with customers post‑resolution to confirm satisfaction and rebuild trust when necessary.

• Minimum 5 years’ experience in the moving industry, with a strong understanding of long‑distance and local moving operations.
• At least 2 years in a customer service or escalation handling role.
• Excellent communication, negotiation, and conflict‑resolution skills.
• Ability to remain calm and empathetic under pressure.
• Strong organizational and time‑management skills.
• Proficiency in CRM systems and Microsoft Office Suite.
• Bilingual (English/Spanish) is a plus.

Mid‑Senior level

Full‑time

Other

Truck Transportation