Escalations Specialist

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About the position

The Escalations Specialist triages and resolves escalated customer matters, seeking viable solutions and de-escalating issues while maintaining customer satisfaction. This highly visible role works cross-functionally with different departments to address problems, supervise accounts, and follow through on ongoing issues. The specialist supports escalations in Central Station and Branch departments and responds to customers and branch personnel in a timely manner. Bay Alarm describes itself as a family-owned security company that prioritizes internal growth and work-life balance. The role supports the company's commitment to providing expertise, technology, personalized service, and support to help keep customers and their valuables safe.

Responsibilities

  • Maintain professional customer service communications regarding issues or questions.
  • Recommend improvements that support better customer service.
  • Resolve concerns regarding customer accounts, including service charges, appointments, and overall customer experience.
  • Respond to and follow up on inquiries from customers and branch personnel in a timely manner.
  • Support call escalations in various Central Station and Branch departments.
  • Provide excellent customer service.
  • Supervise accounts and follow through on ongoing issues.

Requirements

  • Exceptional verbal and written communication.
  • Exceptional customer service skills.
  • Creative problem-solving skills.
  • High school diploma or equivalent required.
  • Valid driver's license and clean driving record required.
  • Ability to pass a pre-employment screening process.
  • Two years of Central Station experience preferred.

Nice-to-haves

  • Two years of Central Station experience.

Benefits

  • Medical, dental, vision, and life insurance.
  • 401(k) with company match.
  • Alarm System Purchase Plan and employee discounts.
  • Long-term disability.
  • Vacation, sick time, holidays, and Bay Alarm Days.
  • Employee referral bonus program.
  • Flexible Spending Account.
  • Employee Assistance Program (EAP).
  • Education reimbursement.
  • Family scholarship programs.
  • Employee Resource Groups.
  • Community Service Programs.
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