Escalations Specialist - Remote

Overview

The Escalation Specialist is responsible for providing best-in-class customer care to Resident customers by promptly and effectively resolving escalated customer concerns in real-time and enhancing customer satisfaction from the first point of contact to the final resolution.

In Short

• Remote position requiring candidates to reside in the USA.
• Provide inbound and outbound support for escalated customer concerns.
• Focus on customer satisfaction and retention.
• Document and track resolution action items.
• Utilize tools such as Five9 and Intercom.
• Participate in meetings and training sessions.
• Act as a subject matter expert for all brands.
• Requires open availability, including weekends.
• Minimum 2 years of relevant experience required.
• Strong communication and problem-solving skills needed.

Requirements

• 2+ years of experience in customer service.
• Excellent written and spoken English.
• Experience handling escalated customer interactions.
• Strong interpersonal skills.
• Experience with web-based tools and technology.
• Ability to type 50+ WPM.
• Comfortable working from home.
• Curiosity and adaptability with new technologies.
• Ability to meet performance goals consistently.
• Experience in a fast-paced environment preferred.

Benefits

• Remote-first workplace.
• Competitive pay.
• Health, vision, and dental insurance.
• 401K with company match.
• Generous PTO.
• Wellness benefits.
• Online learning resources.
• Stipend for home office expenses.
• A free mattress and discounts for friends and family.