Escalations Manager

Key Responsibilities

• Take ownership of escalated customer issues, investigating the root causes and collaborating with cross-functional teams to develop effective and sustainable solutions.
• Resolve or provide updates to open issues every 24 hours.
• Serve as the main point of contact for escalated issues, ensuring all internal stakeholders, including CT Operations, Directors of Operations and Executive Team, are informed of developments and outcomes.
• Work closely with CT Directors of Operations and Managers across various operational areas (enrollment, processing, support, payroll, claims) to gather necessary information and insights to facilitate effective issue resolution.
• Leverage customer success platforms (Fresh Service) and standardized processes to track escalations, responses, and resolution timeliness. Continuously analyze current processes and customer feedback to recommend improvements in the escalation and resolution process.
• Participate in stakeholder meetings to compare escalation trends to stakeholder improvement opportunities.
• Work closely with cross-functional operational areas (enrollment, processing, support, payroll, claims, legal, compliance) and other departments including Business Development, and Information Technology, to ensure cohesive customer experience.
• Monitor and report on the success of resolution efforts, utilizing customer satisfaction metrics and other key performance indicators. Leverage Customer Success platforms (Fresh Service).

Education

• Bachelor’s degree in business administration, Communications, or a related field.

Experience And Qualifications

• Minimum of 3-5 years of experience in customer service or success roles, with at least 2 years in an escalation or crisis resolution capacity.
• Proven track record of resolving complex customer issues and driving customer satisfaction.
• Strong analytical skills and the ability to think critically to solve problems under pressure.
• Excellent communication and interpersonal skills, with the ability to manage sensitive situations diplomatically.
• Resilient and adaptable, capable of working in dynamic environments.
• Customer-focused mindset with a strong commitment to improving customer experience by providing themes and recommendations to improve based on individual resolutions.
• Detail oriented to ensure fact gathering, resolution tracking, and resolution trend reporting.
• Leadership qualities and the ability to influence cross-functional teams.

Preferred Qualifications

• Experience in Fiscal Intermediary, Medicaid, and Call Center(s).
• Familiarity with CRM software and Customer Success (Fresh Service) platforms.
• Multilingual abilities are a plus to cater to diverse markets.