Specialist, Service Delivery Escalation

Job Duties And Responsibilities

• Effectively handle escalations from both internal and external customers.
• Serve as a subject matter expert in all Contact Center programs, exception policies, and processes.
• Identify and determine the root cause of service and supply issues and work through resolution.
• Maintain ownership of customer issues and proactively drive them to timely resolution.
• Follow up with customers to ensure complete issue resolution and a positive customer experience.
• Maintain composure and patience during difficult customer interactions.
• Calmly and professionally de-escalate challenging customer situations.
• Auxiliary support frontline teams by handling calls, chats, and emails during peak business periods.
• Provide second-level support while managing multiple priorities.
• Support dealer division reassignments and escalations.
• Process and manage system-generated exception workflow approvals and rejections.
• Assist with Oracle Field Service Cloud technician assignments and escalations.
• Communicate customer escalations to field service technicians and management through appropriate channels.
• Work collaboratively with management, external partners, and internal teams to ensure successful issue resolution.
• Aid in departmental training and onboarding of new support team members.
• Mentor team members on procedures, policies, and best practices.
• Contribute to knowledge article development and process documentation.
• Review escalated issues, identify root causes, and provide recommendations for continuous service improvement.

Qualifications

• Minimum of 3 years of experience in a high-volume contact center environment as a Customer Service Lead, Subject Matter Expert (SME), or similar role.
• Associate's or Bachelor's degree preferred.
• HDI Certification preferred.
• ITIL v3 or ITIL v4 Certification preferred.
• Excellent customer service and communication skills.
• Strong active listening and problem-solving abilities.
• Ability to effectively manage multiple tasks and priorities.
• Demonstrated leadership and mentoring skills.
• Ability to work independently and exercise sound judgment.
• Strong crisis management and conflict-resolution capabilities.
• Ability to identify, troubleshoot, and resolve complex issues accurately and efficiently.
• Excellent organizational and time-management skills.
• Strong attention to detail and follow-through.
• Ability to recognize opportunities for process improvement.
• Demonstrates high integrity, trustworthiness, and confidentiality.
• Ability to work effectively in a collaborative, team-oriented environment.
• Self-motivated with strong self-directed work habits.