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Escalation Specialist in Houston, TX at Search Services

Date Posted: 7/13/2018

Job Snapshot

Job Description

Our thriving retail services client located in SW Houston is seeking Escalation Specialists for their very busy customer service department. If you are a "take charge" and a results oriented individual, this job is for you! The Escalation Specialist will be responsible for answering incoming escalation correspondence from customers and all priority escalated items. Investigate, review and complete all unresolved issues from all business units within the servicing area.


  • Assist in the research and resolution of any payment issues between customers and accounting
  • Act as a liaison working with internal business units and external customers 
  • Handle all customer communication via phone, email, mail and fax in the utmost professional and efficient manner by investigating inquiries and providing resolution 
  • Work alongside Senior Management to complete unresolved issues by creating, developing, and implementing an plan of action for resolution
  • Prepare weekly reporting for department heads and management team
  • Maintain data integrity and ensure company policies and procedures are followed accordingly
  • Ensure project deadlines are met
  • Perform other functions as needed


  • Results driven - an energetic, resourceful and hands-on individual with a strong service orientation, who commits himself/herself fully to the job and is dedicated to developing and delivering outstanding work
  • Ability to work independently, comfortably making rational and reasoned decisions which directly impact customer experience
  • Reliable, responsible, and dependable
  • Strong team player, is willing and able to stretch outside of assigned duties to accomplish the business goal
  • Flexibility to adjust the schedule and/or an ability to work overtime as needed

Job Requirements

Customer Service