Escalation Resolution Specialist

6 days ago


Phoenix, Arizona, United States Dawson Full time
Job Summary

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 Role

This 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.
Requirements
  • 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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