Also referred to as:
Customer Service Escalation Specialist, Service Complaint Response Specialist
Requirements and Responsibilities
Executive Response Specialist provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Being an Executive Response Specialist 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. Additionally, Executive Response Specialist exercises a large degree of individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints. May require an associate degree. Typically reports to a supervisor. The Executive Response Specialist works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be an Executive Response Specialist typically requires 3-5 years of related experience.
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