Home Alliance

Home Alliance is a thriving Home Services and Technology company. We provide on-demand home services, nationwide. We are most proud of our extreme growth and incredible company culture. Check us out at HomeAlliance.com

Escalations Specialist

This position is responsible for maintaining effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs. Candidates for this position should be comfortable with working in a developing department.

  • Core Responsibilities
    • Manage and Resolve Customer Escalations
    • Cross-Functional Communication and Collaboration
  • Essential Functions
    • Oversees customer issues and ensures effective and long-term problem resolution.
    • Monitors programs and procedures to ensure on-time services and customer satisfaction.
    • Handle incoming requests from customers (via phone and email) and ensure that issues are resolved promptly, thoroughly, and professionally.
    • Resolving escalated customer complaints or disputes.
    • Works with the QA Manager to ensure proper company processes and procedures.
    • Provides feedback to the company regarding service failures or customer concerns.
    • Provides feedback to respective departments to ensure all customers have accurate and timely information on order status and/or changes.
    • Works continually towards self-development to stay current on customer service, sales, and company procedures & practices.
    • Responds to customer inquiries and problem-solving in a professional and effective fashion.
    • Acts as a resource in resolving customer issues brought to departments by utilizing excellent process knowledge and strong skills in negotiating and selling.
    • Become a Trusted Advisor to Customer stakeholders to enhance overall customer experience
  • About You
    • Ability to work independently and problem solve.
    • Take initiative and constantly stay proactive i
    • First escalation point for CSR team; assist with issue resolution and situation de-escalation.
    • 5 to 10 years of experience in customer service or sales
    • Demonstrate customer obsession resulting in the ability to meet and exceed consumer needs
    • High-stress resistance
    • Multi-tasker and thrive in a fast-paced environment
    • Understanding of Customer LTV.