Client Services Escalation Analyst

Job Summary

The Client Services Escalation Analyst is responsible for managing customer escalations, ensuring customer satisfaction, and providing critical thinking and problem‑solving support.

• Manage customer escalations and ensure customer satisfaction.
• Provide critical thinking and problem‑solving support.
• Communicate effectively with clients and team members.
• Maintain professional etiquette and organizational abilities.

• Education:
  
  Bachelor’s degree in business, management, or a related field.
• Experience:
  
  3–5 years of experience in client services or a related role.
• Skills:
  
  Communication, critical thinking, customer relationship management (CRM), independent judgment, problem solving, professional collaboration.
• Certifications:
  
  None required. Preferred:
  Customer Service Certification, CRM Certification, Critical Thinking Certification.

Ability to work in an office environment and perform tasks that may require sitting, standing, and using office equipment.

Benefits information is available upon request.

Epiq is committed to equal employment opportunity and prohibits unlawful discrimination on the basis of race, religion, ethnicity, color, sex, sexual orientation, gender identity, transgender status, reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, disability, veteran or family status, or any other protected class. Epiq will provide accommodations for applicants with disabilities. Qualified applicants with arrest and conviction records may be considered for employment.