Escalations Specialist

A company is looking for an Escalations Specialist to manage customer-related escalation inquiries and collaborate with the retention team. Key Responsibilities Own the escalation process for Plus customers, collaborating with cross-functional teams to resolve escalated issues Communicate with customers to understand cancellation reasons and offer potential solutions to retain business Develop training materials and refine escalation protocols to prevent future escalations and ensure compliance with healthcare regulations Required Qualifications 2+ years of experience in customer service, account management, or SaaS subscription management, specifically with escalations Understanding of EHR software and healthcare industry regulations is a plus Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar) Detail-oriented with strong organizational skills Ability to handle difficult conversations with professionalism and empathy

May 16, 2025 - 17:46

A company is looking for an Escalations Specialist to manage customer-related escalation inquiries and collaborate with the retention team. Key Responsibilities Own the escalation process for Plus customers, collaborating with cross-functional teams to resolve escalated issues Communicate with customers to understand cancellation reasons and offer potential solutions to retain business Develop training materials and refine escalation protocols to prevent future escalations and ensure compliance with healthcare regulations Required Qualifications 2+ years of experience in customer service, account management, or SaaS subscription management, specifically with escalations Understanding of EHR software and healthcare industry regulations is a plus Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar) Detail-oriented with strong organizational skills Ability to handle difficult conversations with professionalism and empathy