Escalation Associate – Home Delivery
Core
Resolve escalated customer cases regarding major appliance deliveries, investigating damage or defects and coordinating with carriers and partners.
Role type
Customer service escalation specialist (home delivery)
Builds
Customer resolutions and claims for major appliance deliveries
Domain
Retail / Logistics
Deliverable
client delivery
Required skills
Investigative skills, problem-solving, communication, follow-through, adaptability, reliability, empathy
Responsibilities
Manage a personal queue of assigned escalations; investigate and document details of appliance damage or defects; follow up with customers, vendors, and partners to resolve cases; identify and submit claims to third-party delivery partners; serve as a liaison between stores, carriers, and customers; handle driver calls and assist with additional case types; recommend process improvements.