Case Management Escalations Specialist

Cross Country Home Services, Inc. Lebanon , IL 62254

Posted 4 weeks ago

Summary of Responsibilities:

  • Identify failure points and speed to resolution while interacting with other departments and functions

  • Take handoff from Tier 2 escalations functions serving as a customer advocate, bringing service jobs to resolution while being a responsible steward of company resources


Experience/Other Requirements

  • Minimum two (2) year experience in a customer facing escalations role

  • Domain expertise in home warranty industry, with HVAC and appliance expertise preferred

  • Ability to prioritize, multi-task and work independently

  • Excellent written and oral communication skills. The ability to compose and format professional email communication and system notes. Strong experience in Microsoft Office (Word and Outlook) or equivalent

  • Strong analytical skills, ability to use critical thinking to provide amicable resolution to customers and clients

  • Ability to perform in a stressful high-volume environment and deals with customer complaints in a calm demeanor

  • Ability to communicate difficult concepts in an easy to understand language and handle irate customers in a calm rational manner

  • Use of candor and effective communication skills when coaching Call Center associates

  • Excellent time management skills

  • Effectively work with other teams and departments to get claims resolved

  • Promotes a team-centered environment, team player and self-motivated

  • Searches for new ideas and ways to improve efficiency

  • Preferred proficiency in Service Bench, CRM tools, MS Teams and MS Office products

  • Other customer service duties, as necessary

  • Ability to work in physical office environment or work at home (remote) equally effectively


  • Bachelor's degree preferred


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Case Management Escalations Specialist

Cross Country Home Services, Inc.