CLIENT HIGHLIGHT
The client you will be working for is a Top 20 Fortune Global 500 Consumer Electronics and Technology Company. This opportunity will give you experience in the technology sector in the United States with a company that is a globally recognized leader in smartphones, televisions, home appliances, and semiconductor innovation and one of the most well-known brands in the world.
LOCATION
Plano, TX 75023
COMPENSATION
$31.70 per hour
SCHEDULE
On-site Monday-Friday (40 hrs per week)
CONTRACT TERM
12-month contract with high likelihood of extension/conversion to full time employee
POSITION OVERVIEW – The Escalation Specialist ensures the satisfaction of B2B channel customers by handling the most critical and urgent requests, working closely with Retail and Builder Partner Care Account Managers and across company departments to drive prompt resolution in a time-sensitive environment. This role serves as the escalation point for 30 regional sales managers and 5 call center supervisors, supporting the Company’s largest repeat customers.
RESPONSIBILITIES
Collaborate with BPO Agent Support, Field Operations, Product Support, GPCA, Business Center, ENR, and Sales teams to resolve complex customer escalations.
Track dozens of active cases from initial escalation through final resolution, with timelines ranging from hours to weeks depending on complexity.
Work across ERP tables and databases (GCIC, GSPN, Npass, NERP, SCM, GRMS, and CUP) to track repair history, exchange progress, and system errors, and to identify root causes and solutions.
Learn and navigate new tools and systems quickly to resolve current escalations and prevent future ones.
Maintain clear, professional communication with dealers, builders, distributors, service providers, and sales, treating every contact as a partner rather than a ticket.
Provide timely status updates to keep all stakeholders informed of progress and roadblocks.
Document all customer escalations in MS SharePoint, detailing issues reported, actions taken, failure modes, and final resolutions.
Analyze trends in service escalations to recommend improved policy and process measures.
Generate reports for management review to support continuous improvement of the after-sale B2B service experience.
REQUIRED QUALIFICATIONS/SKILLS
High school diploma or equivalent required; Bachelor's degree preferred.
Previous experience in customer service or warranty claims within the appliance industry.
Strong problem-solving skills and attention to detail.
Excellent communication and interpersonal skills.
Ability to work collaboratively in a fast-paced environment.
Familiarity with appliance repair components and functionality is a plus.
