Escalation Resolution Specialist

As an Escalation Resolution Specialist at TQL, you will play a vital role in supporting our sales floor by ensuring overall customer satisfaction. Your expertise in issue resolution and risk management will be instrumental in upholding our commitment to delivering exceptional customer service 24/7/365.

• Starting at $17.50/hour
• Advancement opportunities within structured career paths
• Health, dental and vision coverage
• 401(k) with company match
• Perks including employee discounts, financial wellness planning, tuition reimbursement and more
• Certified Great Place to Work with 900+ lifetime workplace award wins

• Assist sales representatives with any over-the road issues that may arise; including but not limited to breakdowns, hostage situations, late deliveries, traffic accidents and more
• Monitor inbound and outbound call and request flow to ensure the department is in accordance with established guidelines and, when needed, re‑direct efforts to better meet the needs of the business, as well as the service level commitments for the department
• Investigate disputes, determine proper course of action and objectively report situations in an unbiased manner to appropriate department heads
• Maintain and update accurate information in our state‑of‑the‑art systems

• Ability to work 8am - 8pm and weekends
• Excellent verbal and written communication
• Positive attitude, professional demeanor, tactful and ethical
• Self‑motivated and dependable; able to work independently
• Strong problem solving, attention to detail, and critical thinking skills
• Ability to prioritize many different requests and handle changing priorities
• At least 1 year of previous experience in a fast‑paced work environment preferred

4289 Ivy Pointe Boulevard, Cincinnati, Ohio 45245

Employment visa sponsorship is unavailable for this position. Applicants requiring employment visa sponsorship now or in the future (e.g., F-1 STEM OPT, H-1B, TN, J1 etc.) will not be considered.