Description

We are currently seeking an Escalation Specialist to join Pacific Coast Community Resources Inc, a leading non-profit organization dedicated to making a positive impact in the community. As an Escalation Specialist, you will play a crucial role in resolving escalated issues efficiently and ensuring high levels of customer satisfaction. You will be involved in diverse projects aimed at improving processes and enhancing the overall experience for our clients. This role is vital in maintaining the organization's reputation and fostering positive relationships with stakeholders.

Responsibilities:

• Investigate and resolve escalated customer complaints and issues in a timely manner.
• Collaborate with internal teams to address root causes of escalations and implement preventive measures.
• Provide exceptional customer service while de-escalating tense situations effectively.
• Communicate with customers to ensure their concerns are addressed and provide appropriate solutions.
• Escalate unresolved issues to higher management for further investigation and resolution.

Requirements:

• Excellent communication and interpersonal skills.
• Ability to remain calm and professional in high-pressure situations.
• Strong problem-solving skills and attention to detail.
• Experience in customer service or a related field is a plus.
• Proficiency in using CRM software and ticketing systems.
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.