Escalation Specialist

Performs complex assignments with direct impact on the business by ensuring quality of tasks or services. Works under little to no direct supervision, servicing an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and in-depth knowledge of team objectives. Understands how assigned duties contribute to team/unit goals and coordinates efforts/resources accordingly. Ensures quality and service of self and others, and may recommend productivity enhancements within guidelines. Requires tact and diplomacy when exchanging complex or sensitive information, with sensitivity to audience diversity. Basic knowledge of the organization, business, and policies is required.

Responsibilities

• Assists with resolving supervisor-escalated customer inquiries related to account-level information and provides technical assistance as required.
• Supports internal and external customers.
• Tracks and reports data for management action.
• Solves moderately complex problems, handles time-sensitive inquiries, and prioritizes in high-volume situations.
• Identifies and escalates issues to appropriate sources.
• Works under general supervision and established procedures, supporting a range of products/services.
• Applies detailed knowledge of specialized administrative/technical skills; impact is primarily related to task accuracy.
• Understands how duties integrate with others in the team/unit.
• Assesses risk in business decisions, considering the firm’s reputation, compliance with laws/rules/regulations, and ethical judgment. Escalates and manages control issues transparently.

Requirements

• Problem-solving skills and customer service orientation.
• Business knowledge.
• 2-4 years of relevant experience.
• High School diploma or equivalent.

Benefits

• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Life, accident, and disability insurance.
• Wellness programs.
• Paid time off, including vacation, sick leave, and holidays.
• Discretionary and formulaic incentive/retention awards (for eligible employees).

Pay

Full-time salary range: $46,600.00 - $60,800.00.

Schedule

Full time.

Primary location: Ofallon, Missouri, United States.