Call Center Escalation Representative
As an Emergency Retention Specialist, your responsibility is to provide immediate support and swift resolution to urgent issues affecting customer accounts, thus protecting customer relationships in collaboration with the clients’ internal teams. You will work directly with customers to resolve critical errors, present offers, and provide recommendations for account optimization, while also encouraging the use and adoption of online tools. This white glove service role requires excellent customer service skills and the ability to establish strong internal partnerships.
Schedule: Day Shift : 8 AM-5 PM or 10 AM -7 PM
Work Location: Onsite
Responsibilities
Conduct outbound customer outreach (manual and campaign-based) to provide
updates, present offers, identify opportunities, and reinforce value.
Rapidly respond to and resolve escalated issues, protect and establish
collaborative relationships with support teams, while consistently demonstrating
professionalism and emotional intelligence.
Turn negative/neutral experiences into positive interactions.
Serve as a brand ambassador and advocate for your customers; highlight all clients’ products and services.
Minimize disruptions, maintain system availability, and ensure the continued
functionality of services.
Turn customer contacts into a sale or a save opportunity with a premium
experience.
Proactively triage high-risk accounts, flag early signs of churn, and
collaborate across departments to mitigate risk.
Provide technical or account assistance in collaboration with Sales and Support
teams.
Document customer interactions thoroughly using CRM tools to ensure alignment
and visibility.
Demonstrate knowledge of and adherence to telemarketing laws.
Requirements:
Ability to convey information accurately and efficiently to both internal team
members and external stakeholders, both verbally and in writing.
Adaptive to changing situations in a competitive market.
Ability to overcome objections while demonstrating genuine empathy.
Genuine interest in people and a desire to help and build relationships with
customers.
White Glove Customer Service: 2+ years
Customer Service, Account Management, or Customer Success: 2 + years
Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM),
and tools like Microsoft Office
Experience working in Loyalty/Retention programs with a high understanding and
performance with loyalty tools such as Compass & Mysolutions
Strong analytical skills and attention to detail; ability to recognize patterns and
trends in customer behavior.
Preferred Qualifications:
Previous experience working in a Secure Workspace (SWS) type environment or
white room (no pen, paper, mobile or electronic devices, etc.): 1+ years
Experience troubleshooting hardware, software, applications, network, and device
issues
Qualifications: High school diploma