Customer Service Escalations Agent

Job Details: Position Type: Full Time, Salary Range: $16.00 - $18.00Hourly, Customer Service Escalations Agent We are in the “People Business”. What does that mean? It means we are constantly on the hunt for more of the best and brightest personalities to join our dynamic team. We think when it comes to customer service our agents should radiate our outgoing, friendly can-do attitudes.

For the right person, that smile in their voice comes naturally. Sound like you? We want to speak with you!

About the Role

As a Customer Service Escalations Agent, you will support customers through escalated calls and complex customer interactions while providing professional, solution-oriented assistance. This role is ideal for an experienced customer service professional who is confident making decisions, comfortable handling challenging situations, and highly attentive to detail.

In this role, you will take ownership of customer escalations that require additional review or decision-making beyond the standard customer service process. You will evaluate individual situations, determine appropriate resolutions, assist with executive escalations, and work closely with leadership, Quality Assurance, Training, and the client to identify opportunities to improve the overall customer experience.

What You’ll Do Handle escalated customer interactions and work toward appropriate resolutions Make final decisions on cases that cannot be resolved by the back-office team Review customer situations and determine appropriate courtesy refunds Make decisions regarding customer appeasements exceeding 20% off Assist with Executive Escalations and other high-priority customer concerns Identify important details within customer cases and use sound judgment to determine the appropriate resolution Use strong de-escalation and customer service skills to resolve challenging customer situations Communicate with Team Leads, Trainers, and Quality Assurance to identify trends and opportunities related to customer de-escalation Partner with leadership to address customer service concerns and improve team performance Meet with the Manager and Client on a weekly basis Accurately document customer interactions, decisions, and case information Navigate multiple systems efficiently while researching and resolving customer concerns Maintain professionalism and sound judgment when working with customers, leadership, internal teams, and client representatives What We’re Looking For Very strong customer service skills Previous customer service experience required Call center experience preferred Experience handling escalated customer interactions preferred Strong communication and interpersonal skills Excellent problem-solving and decision-making abilities Highly detail-oriented with the ability to identify small but important details High computer proficiency and the ability to efficiently navigate multiple systems Confident making decisions and exercising independent judgment Strong de-escalation and conflict-resolution skills Professional and confident when communicating with customers, leadership, and client representatives Excellent grammar, punctuation, and spelling skills Basic computer proficiency including navigation, copy/paste, opening tabs, and typing 30+ WPM Reliable attendance and professionalism Ability to adapt in a fast-paced, performance-driven environment What We Offer: Health, Dental, Vision Insurance: Comprehensive plans to keep you and your family healthy.

401k Savings Plan: Secure your financial future with our competitive savings plan. Employee Advancement & Career Path Development: We believe in promoting from within—your growth is our priority! Monthly Drawings: Win exciting prizes like gift cards and electronics! Paid Time Off: Earn paid time off from day one—because you deserve a break!

Casual Environment: Enjoy a relaxed work atmosphere where you can be yourself. Daily. Pay Partner: Access your earnings daily—because life doesn’t wait! We are searching for confident, self-starters who bring strong customer service skills, sound judgment, and attention to detail to every interaction. This position goes beyond traditional customer service by giving you the opportunity to take ownership of escalated situations, make important decisions, work directly with leadership and the client, and help improve the overall customer experience.

#MXCX Hiring Process Notification: Beware of fraudulent job postings and communications from individuals or entities falsely claiming to represent our company. These scams may include fake offer letters, onboarding documents, or “equipment provision” agreements that request payment, ask you to deposit a check, or instruct you to purchase equipment.

These communications are not from Connexus Resource Group Throughout our hiring process, we will never conduct interviews via Skype, Discord, or We. Chat. Connexus Resource Group will never ask applicants or employees to send money, deposit checks, or credit card access as part of the hiring process. Any communication requesting that you deposit a check, pay to ship equipment, or receive funds to purchase equipment is fraudulent and should not be acted upon.

To help protect yourself, please use caution during your job search. To contact our recruiting department directly or to report suspicious activity please call 801-692-7872 or email us at jobs@connexusresourcegroup.com. Notice of Equal Opportunity and Accommodation for Applicants with Disabilities Connexus Resource Group is committed to providing equal employment opportunities to all qualified individuals, including individuals with disabilities.

If you require a reasonable accommodation to complete this application or to participate in any part of the application or hiring process, please contact our Human Resources department at jobs@connexusresourcegroup.com. Requests for accommodation will be considered on a case-by-case basis in accordance with applicable federal, state, and local laws, including the Americans with Disabilities Act (ADA).

Providing this information is voluntary and will be kept confidential as required by law. Qualifications: