Senior Customer Service Specialist – Escalations
CharterUP
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, California, Colorado, Florida, Hawaii, Mississippi, Montana, Nevada, New Hampshire, New York, North Carolina, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, Wyoming • 🇺🇸 United States
Visit company websiteSalary
💰 $67,500 per year
Job Level
Senior
About the role
- Manage Complex Escalations: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Serve as the primary point of contact for complex issues that require higher-level attention.
- Facilitate Claim Resolution: Conduct objective, unbiased and thorough investigations of post-trip Issue Resolution Claims. Create solutions that balance competing needs and priorities of third party vendors, customers and internal stakeholders.
- Customer and Vendor Interaction: Communicate directly with customers and vendors via phone, email, and chat to understand their concerns, provide solutions, and maintain a positive relationship.
- Problem-Solving: Analyze customer issues, identify root causes, and implement appropriate solutions. Work collaboratively with internal departments to quickly address and resolve underlying problems.
- Documentation: Accurately document all customer interactions, resolutions, and follow-up actions in CharterUP’s proprietary software system. Maintain detailed records for reference and reporting.
- Continuous Improvement: Identify trends in customer feedback and recommend improvements to processes, policies, and products.
- Training and Support: Provide guidance and support to junior customer service representatives in handling difficult situations. Assist in training sessions to improve team skills and knowledge.
- Performance Metrics: Monitor and report on key performance indicators (KPIs) related to escalation handling, including response times, resolution rates, and customer satisfaction scores.
- Escalation Procedures: Adhere to established escalation protocols and guidelines. Ensure all escalations are handled per company policies and procedures.
Requirements
- Minimum of 3-5 years of experience in customer service, with at least 2 years in a role specifically focused on handling complex customer escalations
- Minimum of 1 year experience working in a 2 sided marketplace.Excellent verbal and written communication skills, including de-escalation techniques
- Strong analytical and problem-solving abilities
- Ability to remain calm and professional under pressure, in a high-velocity and sometimes stressful environment
- Strong sense of ownership and the ability to make independent decisions that align with dynamic priorities and core company values
- Exceptional attention to detail and organizational skills
- Customer-focused mindset with a commitment to providing exceptional service
- Ability to work independently and as part of a team
- Strong interpersonal skills and the ability to build rapport with customers
- Flexibility to adapt to changing priorities and handle multiple tasks simultaneously
Benefits
- Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
- Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
- Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
- Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
- Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
- Referral Rewards: Earn bonuses for bringing top talent to the team.
- Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
- Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceescalation handlingproblem-solvingdocumentationperformance metricsclaim resolutionanalytical skillsde-escalation techniquesinvestigationprocess improvement
Soft skills
communication skillsinterpersonal skillsorganizational skillsattention to detailownershipindependent decision-makingcustomer-focused mindsetteam collaborationflexibilitystress management