Escalation Specialist - 85286

Location: Chandler, AZ (2800 S Price Rd)

About the role

As a member of the Single Point of Contact (SPOC) Team, you'll serve as the primary contact for customers with active complaint cases. This role focuses on customer communication and case management throughout the complaint resolution process.

Responsibilities

• Handling inbound and outbound customer calls
• Providing complaint status updates and resolution decisions
• Gathering information and documenting customer interactions
• Managing complaints through a web-based case management system
• Reviewing complaints for regulatory and compliance considerations
• Responding to escalated customer concerns
• Partnering with internal teams to ensure timely issue resolution

Requirements

• Strong customer service experience
• Excellent communication and documentation skills
• Ability to handle escalated situations professionally
• Experience working in regulated environments is a plus
• Strong attention to detail and organizational skills

Schedule

• Hybrid: Alternate weeks of 5 days in-office and 5 days remote (100% onsite candidates also welcome)
• Training: Minimum 4 weeks onsite, 7:00 AM - 4:00 PM
• Regular schedule: Monday - Friday, 8:00 AM - 5:00 PM

Pay

$25/hour

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)