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Customer Service Specialist – Escalations & Case Management SD 10/26/26

Qualfon • Harlingen, TX, US • published 2026-10-06 13:34:04.246657

Description

Overview: The Customer Support Escalation Specialist supports customers through **inbound voice interactions and complex case resolution**, providing thoughtful, empathetic, and solutions\-focused support across a variety of sensitive and complex customer concerns. This is a **dual\-function role with a primary focus on handling inbound customer calls**, while also supporting offline case management, investigation, and follow\-up responsibilities as business and call volume permit. The Specialist gathers and evaluates information, identifies potential risk, determines appropriate next steps, coordinates with internal partners when necessary, and maintains professional customer communication throughout the resolution process. The ideal candidate is a skilled customer service professional, problem\-solver, and communicator who can remain objective and empathetic while navigating complex or emotionally challenging customer interactions in a fast\-paced environment Responsibilities: * Handle **inbound customer calls** involving complex, sensitive, or escalated concerns, using active listening, sound judgment, empathy, and advanced de\-escalation techniques to understand the customer's ...

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