Use your voice, patience, and problem solving skills from home as the person who turns angry calls into loyal customers. This remote Escalation Specialist role lets you handle higher level customer issues without giving up work life balance or growth potential.
About Lake Appliance Repair
Lake Appliance Repair is one of the largest privately held appliance repair companies in the country. They provide in home repair for refrigerators, washers, dryers, ovens, dishwashers, and more, and they rely on strong escalation support to protect the customer experience when things do not go as planned. As an Escalation Specialist, you are the calm in the storm and the person customers remember for fixing it.
Schedule
- Full time, remote position
- Standard business hours with some flexibility based on call volume
- Hourly pay based on experience
- Consistent workload in a stable, essential service industry
What You’ll Do
- Handle complex or escalated customer issues that frontline agents cannot resolve
- Take calls from upset or frustrated customers and deescalate situations with professionalism and empathy
- Discuss and resolve customer complaints in a fair, timely, and policy aligned way
- Provide phone support to customer service representatives when they need help handling tough interactions
- Coach and support CSRs with encouragement, direction, and guidance on well informed decisions
- Document outcomes, notes, and resolutions accurately so the team can track patterns and improve
- Collaborate with technicians, managers, and other team members to get the right solution in place
- Represent the company’s values on every call while protecting both the customer relationship and the business
What You Need
- Minimum of 2 years in a customer service management, escalations, or similar high level support role
- Strong conflict resolution skills and a calm, steady presence under pressure
- Excellent written and verbal communication skills
- A genuine desire to provide the best customer service in town, even when the situation is tense
- Comfort working remotely with a reliable home office setup and dependable internet
- Ability to multitask across systems while staying organized and accurate
- High school diploma or equivalent, associate degree preferred
Benefits
- Hourly pay based on experience
- 18 days of paid time off per year
- Sick pay and holiday pay
- Retirement plan
- Remote work with no commute
- Supportive, team oriented culture that values your voice
- Long term stability in an essential repair service industry
- Training and ongoing support with opportunities to grow your career
If you are the person people call when a situation is getting heated and you know how to bring it back down, this role is built for you.
Ready to step into a remote Escalation Specialist role where your people skills actually matter and your work is seen and appreciated?
Happy Hunting,
~Two Chicks…