Call Center Escalation Specialist

Position Summary:

We are seeking a highly skilled and emotionally intelligent Call Center Specialist to join our fast-paced customer service team. This individual will be the point of contact for handling high-stress, escalated calls from customers who have reached a heightened level of frustration. The ideal candidate possesses strong conflict resolution skills, calm and professional communication, and a deep understanding of call center operations.

Key Responsibilities:

• Handle all inbound escalated calls with patience, empathy, and professionalism.
• De-escalate emotionally charged customer situations while maintaining brand reputation and customer satisfaction.
• Utilize CRM systems (e.g., ServiceTitan) to document call details, service issues, and resolutions accurately.
• Coordinate with internal departments (dispatch, service, install, billing) to resolve customer concerns promptly.
• Manage follow-ups to ensure escalated cases are resolved to the customer's satisfaction.
• Maintain and update customer appointments using Google Calendar and scheduling software.
• Provide coaching and feedback to frontline Customer Service Representatives (CSRs) to reduce future escalations.
• Assist with training new team members and developing best practices for call handling and issue resolution.
• Identify trends or recurring issues and proactively recommend improvements to processes or communication.
• Meet or exceed performance metrics related to call resolution time, customer satisfaction, and first-call resolution.

Qualifications:

• Minimum 2–3 years of call center experience, with at least 1 year in an escalation or leadership support role.
• Strong working knowledge of ServiceTitan, Google Calendar, and CRM platforms.
• Excellent verbal and written communication skills.
• Proven ability to remain calm and composed under pressure.
• Strong problem-solving and conflict-resolution skills.
• Highly organized and detail-oriented.
• Ability to multitask and prioritize effectively in a fast-moving environment.
• Demonstrated leadership and coaching capabilities are a plus.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person