Escalations Specialist

Job Description

REQUIREMENTS

• Prior experience handling difficult customers or high-pressure conversations (customer service, call center, hospitality, or similar roles)
• Strong communication skills with the ability to control and guide conversations
• High level of emotional intelligence and composure under pressure
• Ability to think critically and solve problems independently
• Reliability and professionalism in a remote work environment

RESPONSIBILITIES

• Manage escalated customer calls involving frustration or dissatisfaction
• De-escalate conversations while maintaining control and professionalism
• Identify root issues and guide customers toward effective resolutions
• Handle sensitive situations related to installations, billing, or service concerns
• Maintain clear and detailed documentation of each case
• Collaborate with internal teams when necessary to resolve issues

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