Job Description
This role focuses on handling complex client escalation calls from clients who are dissatisfied with our subscription services or have concerns about processes and procedures. The Client Escalation Specialist serves as the primary point of contact to de-escalate tense situations through professional communication, active listening, and solution-focused problem-solving.
Key responsibilities include:
* Processing refund requests according to company policies while working to retain clients through effective service recovery strategies.
* Collaborating with internal teams to identify the root causes of client issues and implement comprehensive solutions.
* Maintaining detailed documentation of all escalation cases and providing regular reporting on resolution outcomes.
* Ensuring all escalations are resolved within established timeframes while maintaining exceptional customer experience standards.
This is a fully remote position requiring strong customer service skills and the ability to turn challenging situations into positive client relationships.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- Experience working in customer service in the services industry
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.