Corporate Escalation Specialist I

The Corporate Customer Escalations Department (CCED) serves as the primary fulfillment group for all Corporate Escalations, including sources such as Executive, Government Agency, Regulatory, Legal and Media. This position focuses on processing customer complaints, compliments and feedback by performing research to accurately represent customer issues and identifying the appropriate business owner for resolution. The CCED Specialists are also responsible for monitoring response time commitments in accordance with the escalation source requirements.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Receive customer complaints from a variety of internal and external sources.
Conduct initial research to understand customer concerns to identify circumstances/actions that caused a customer to escalate.
Utilize business communication skills to professionally discuss concerns with customers and department leadership.
Accurately and succinctly summarize customer data and concerns to ensure the business owner has all information necessary to address the complaint.
Document a complete view of a customer's experience to identify all contributors to an escalation.
Accurately Identify appropriate fix agent departments to expedite customer resolution.
Serve as a resource for business owners throughout the escalation resolution process; answering questions regarding the process and inclusion justification for their departments.
Identify and adhere to any special handling requirements on a case-by-case basis.
Perform other duties as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrated written and verbal communication skills
Demonstrated self-initiative
Proven knowledge of Microsoft Office applications (Word, Excel, and Outlook)
Must be able to navigate seamlessly among multiple computer applications to gather and aggregate necessary information
Ability to handle emotionally difficult situations with professionalism and maturity
Ability to handle various tasks simultaneously and work efficiently and effectively under deadlines
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
Directly supporting customers - 2+
WORKING CONDITIONS
Office environment
Call center environment
COP145 2025-46144 2025
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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