Escalation Specialist

Customer Experience Escalations & Retention Specialist

The Customer Experience Escalations & Retention Specialist is responsible for resolving high-stakes issues with customers. They manage all escalation and cancellation requests and ensure patient resolution satisfaction. This role requires a proactive and solutions-oriented team member who can maintain high standards of customer care while effectively managing the escalation processes.

• Handle escalated issues, ensuring timely and effective resolutions that align with company policies and customer expectations.
• Manage patient interactions to achieve high levels of satisfaction, following up on cases as needed to ensure positive outcomes.
• Handle cancellation requests from patients, ensuring the refund policy is upheld while maintaining customer satisfaction.
• Define, monitor and manage the customer resolution account, ensuring that resolutions stay within the allotted parameters and budget.
• Track and report on key performance indicators (KPIs), including customer satisfaction scores, resolution times, and compliance with company standards.
• Collaborate with other departments, such as product development and sales, to address recurring issues and improve overall customer experience.

• Escalation Resolution Time: Maintain an average resolution time within a set timeframe (e.g., 24-48 hours) for escalated cases.
• Retention Rate: Effectively manage cancellation requests and maintain a retention rate above 20%
• Resolution Allotment Compliance: Ensure the customer resolution account stays within the established resolution allotment (e.g., budget limits, maximum allowed cases per period).
• Quarterly Review Meetings: Performance evaluations will be conducted quarterly, with metrics such as resolution times and budget compliance playing a crucial role in overall assessment and compensation decisions.

• 3+ years of experience in an escalations and/or customer service role, bachelor’s degree preferred
• Dedication to providing excellent customer service, with experience in resolving complex customer issues and managing sensitive situations
• Exceptional communication skills, both verbal and written
• Ability to communicate cross-functionally to fuel the feedback loop between customers and other departments (product, sales, marketing, etc.)

• Associate

• Full-time

• Customer Service

• Medical Equipment Manufacturing and Health and Human Services

• Medical insurance
• Vision insurance
• 401(k)