Sample Job Description for Customer Service Escalation Specialist
Job Description Management
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Customer Service Escalation Specialist Job Overview
Customer Service Escalation Specialist Job Description Sample
Provides timely resolutions to customer complaints that have escalated to the highest level within the organization.
JOB LEVEL
P02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Supervisor or Manager
Salary Range
BASE 50%
$55,800
TOTAL 50%
$57,800
Job Responsibilities for Customer Service Escalation Specialist
Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints.
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Customer Service Escalation Specialist Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Business Process Improvement | Level 2 |
| Attention to Detail | Level 3 |
| Working under Pressure | Level 3 |
