Escalation Specialist

About the role

The Escalation Specialist at Biz Voice Boost Inc. will take ownership of customer resolution within customer communication, contact-center support, outreach, quality, workforce, communications, and service operations. This role focuses on escalation specialized execution within contact-center service support, ensuring owners, evidence, and next actions are clearly visible.

Responsibilities

• Coordinate the Escalation Specialist workflow by helping the team handle assigned customer or client requests.
• Review available case history before responding to ensure informed escalation decisions.
• Maintain workflow by resolving routine issues within approved authority.
• Track and document commitments and next actions for traceability.
• Escalate complex cases with sufficient context for the next owner.

Skills

• Use Service Recovery and Customer Experience principles confidently in escalation execution.
• Apply Quality Assurance while tracking exceptions, owners, and deadlines.
• Document decisions clearly so teammates can follow the reasoning.
• Exercise sound judgment in Issue Resolution, especially when escalation is required.

Success Measures

The role aims for dependable customer resolution, characterized by clean records, explicit ownership, timely escalation, and fewer downstream fixes. Success is measured through effective escalation specialized execution within contact-center service support.

Employment Overview

Full-time, associate-level position. 100% remote within the United States.

Pay

Base salary: $44,000–$66,000 per year.