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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing escalated customer cases through various communication channels while adhering to service level agreements. Proficient in documenting customer interactions and collaborating with internal teams to enhance customer experience and resolve complex issues.
Highest-signal resume keywords
Customer Care ExperienceEscalation ManagementStrong Communication SkillsMicrosoft Office ProficiencyCase Management Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceEscalation HandlingIssue InvestigationDocumentationRoot Cause Analysis
Soft Skills
Active ListeningJudgmentPrioritizationMultitaskingSolution-Focused Approach
Industry Keywords
Service Level AgreementsCustomer ExperienceSocial Media ManagementInternal CollaborationCustomer Insights
About the role
Key responsibilities & impact- Manage and resolve escalated customer cases through phone, written, and social channels
- Provide professional, accurate, and brand-aligned responses across voice, email, webform, chat, and social media
- Own escalated cases from intake through resolution, providing timely updates and clear next steps
- Adhere to Service Level Agreements for escalated cases and required follow-up timeframes
- Collaborate with Customer Care, Supervisors, Management, Operations, Marketing, Loyalty, and other internal teams
- Investigate issues, gather information, and support appropriate resolutions
- Document customer concerns, actions taken, internal handoffs, resolution details, and follow-up
- Identify reputational risks, repeat concerns, social media visibility, legal threats, media mentions, and executive escalations
- Share customer insights, escalation trends, and process gaps to improve customer experience, products, services, and support processes
- Attend required training on products, programs, systems, policies, procedures, and approved customer-facing communication standards
Requirements
What you’ll need- 3+ years' experience in Customer Care, Customer Service, contact center support, social care, or escalations handling
- Strong written and verbal communication skills across phone, written, and social channels
- Excellent grammar, active listening, comprehension, judgment, prioritization, and multitasking skills
- Experience managing escalated, sensitive, or complex customer interactions
- Ability to investigate customer concerns, identify root causes, document findings, and coordinate with internal partners
- Ability to communicate clearly and professionally by phone and in writing
- Proficient in Microsoft Office Applications and customer case management systems
- Ability to stay composed, objective, and solution-focused in difficult or high-emotion customer situations
- Must be available to work holidays and assigned weekends
- Bachelor's degree in marketing, communications, business, or related field preferred
Benefits
Comp & perks- Equal Opportunity Employer
- Reasonable accommodations for applicants with disabilities under the ADA and applicable state and local disability laws