Customer Service Escalation Specialist

A company is looking for a Customer Service Escalation Specialist to support the Employee Benefits Customer Service Team. Key Responsibilities Design and implement efficient customer service processes for handling complex inquiries and escalations Oversee resolution of complex customer issues, ensuring timely responses aligned with company policies Establish quality assurance standards and prepare reports on team performance and customer feedback Required Qualifications Proven experience in Customer Service/Relationship Management in Employee Benefits, specifically with Life/AD&D, Dental, Vision, and Disability products Experience managing complex customer service teams and handling multiple issues simultaneously Ability to support offshore/BPO relations Demonstrated capability to make informed decisions in high-pressure situations Ability to adapt to a fast-paced work environment and manage changing priorities

May 29, 2025 - 09:20

A company is looking for a Customer Service Escalation Specialist to support the Employee Benefits Customer Service Team. Key Responsibilities Design and implement efficient customer service processes for handling complex inquiries and escalations Oversee resolution of complex customer issues, ensuring timely responses aligned with company policies Establish quality assurance standards and prepare reports on team performance and customer feedback Required Qualifications Proven experience in Customer Service/Relationship Management in Employee Benefits, specifically with Life/AD&D, Dental, Vision, and Disability products Experience managing complex customer service teams and handling multiple issues simultaneously Ability to support offshore/BPO relations Demonstrated capability to make informed decisions in high-pressure situations Ability to adapt to a fast-paced work environment and manage changing priorities