The Fountain Group
Customer Service/Escalation Supervisor
The Fountain Group, Frisco, Texas, United States, 75034
Max Pay: $33/Hour
Duration: 1 year
Overview
The Sr Escalation Specialist is responsible for leading the intake and resolution of escalated consumer complaints, ensuring timely and satisfactory outcomes for high-level consumer issues.
This role requires strong leadership in escalation and complaint management, exceptional communication skills, and a proactive approach to customer advocacy and process improvement.
Key Responsibilities Escalation & Complaint Management
Manage the intake and resolution of escalated consumer complaints, ensuring timely and satisfactory outcomes.
Monitor escalation trends and perform internal reviews to assess potential risks, quality concerns, or recurring issues.
Partner with internal stakeholders—including Legal, Quality, and Brand teams—to handle sensitive or high-risk consumer issues.
Track the status of consumer samples, coordinating with facility quality managers to ensure accurate and empathetic customer communication.
Develop and execute resolution strategies that balance customer satisfaction with company standards and policies.
Serve as a resource for agents when handling complex or high-risk consumer issues, offering guidance and feedback to improve escalation outcomes.
Data Analysis & Reporting
Collect and analyze data related to consumer contacts and escalations.
Identify trends in service quality, customer satisfaction, and recurring issues to improve internal processes and enhance the customer experience.
Qualifications
Over 5 years of experience in customer service or contact center environments, including 2+ years in a leadership role providing guidance and support to teams
Proven ability to manage escalated customer interactions with professionalism, empathy, and sound judgment.
Detail-oriented with a commitment to operational excellence.
Strong written, verbal communication and conflict resolution skills, with the ability to collaborate across functions and influence outcomes.
Proficiency in Microsoft Office (especially Excel) and CRM tools; Pivot Tables; managing big data; charting/graphing; trends. CRM- OEC
Bachelor’s degree in business, Communications, or a related field preferred.
Privacy Policy #J-18808-Ljbffr
Duration: 1 year
Overview
The Sr Escalation Specialist is responsible for leading the intake and resolution of escalated consumer complaints, ensuring timely and satisfactory outcomes for high-level consumer issues.
This role requires strong leadership in escalation and complaint management, exceptional communication skills, and a proactive approach to customer advocacy and process improvement.
Key Responsibilities Escalation & Complaint Management
Manage the intake and resolution of escalated consumer complaints, ensuring timely and satisfactory outcomes.
Monitor escalation trends and perform internal reviews to assess potential risks, quality concerns, or recurring issues.
Partner with internal stakeholders—including Legal, Quality, and Brand teams—to handle sensitive or high-risk consumer issues.
Track the status of consumer samples, coordinating with facility quality managers to ensure accurate and empathetic customer communication.
Develop and execute resolution strategies that balance customer satisfaction with company standards and policies.
Serve as a resource for agents when handling complex or high-risk consumer issues, offering guidance and feedback to improve escalation outcomes.
Data Analysis & Reporting
Collect and analyze data related to consumer contacts and escalations.
Identify trends in service quality, customer satisfaction, and recurring issues to improve internal processes and enhance the customer experience.
Qualifications
Over 5 years of experience in customer service or contact center environments, including 2+ years in a leadership role providing guidance and support to teams
Proven ability to manage escalated customer interactions with professionalism, empathy, and sound judgment.
Detail-oriented with a commitment to operational excellence.
Strong written, verbal communication and conflict resolution skills, with the ability to collaborate across functions and influence outcomes.
Proficiency in Microsoft Office (especially Excel) and CRM tools; Pivot Tables; managing big data; charting/graphing; trends. CRM- OEC
Bachelor’s degree in business, Communications, or a related field preferred.
Privacy Policy #J-18808-Ljbffr