Escalation Resolution Specialist
6 days ago
Dawson is seeking an experienced Escalation Resolution Specialist to join our team. As a key member of our client services department, you will be responsible for resolving complex claim inquiries and process issues in a timely and professional manner.
About the RoleThis is a full-time position working remotely with a competitive estimated salary range of $21.35-$27.00 per hour. You will work Monday-Friday, 9:00am-5:30pm, and be part of a small-team environment that thrives on collaboration and innovation.
Responsibilities- Provide timely and accurate responses to current and past-due escalations, demonstrating a sense of urgency and professionalism.
- Develop FAQs and identify deficiencies to reduce escalations and improve customer satisfaction.
- Participate in the development and implementation of standards to ensure consistent service levels across the organization.
- Research complex claim inquiries and process issues while effectively communicating findings to project teams, claimants, and other departments.
- Foster a team environment and build cooperation between client services and other departments to deliver high-quality service standards.
- Minimum 1 year of experience in a customer service or administrative role with a strong focus on conflict resolution.
- Excellent verbal and written communication skills with a calm, professional demeanor.
- Critical thinking, multitasking, and information-processing abilities in a fast-paced environment.
- Proficiency in MS Office Suite, especially Word, Excel, and Outlook.
- High attention to detail and ability to work independently with minimal supervision.
- Familiarity with legal documents, such as court orders and settlement agreements.
- Honesty, ethics, and accountability with a strong sense of confidentiality and responsibility.
- Client-focused approach with a commitment to building and maintaining collaborative relationships.
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