The Escalations Manager plays a critical role in ensuring customer satisfaction by effectively managing and resolving escalated issues and complaints. This position requires exceptional communication, problem-solving skills, and a customer-centric approach. The Escalations Manager will lead a team responsible for investigating, addressing, and resolving escalated customer concerns promptly and professionally.

Key Responsibilities:

Manage and oversee a team of escalation specialists, providing guidance, support, and coaching to ensure effective handling of escalated issues.
Serve as the point of contact for escalated customer complaints and concerns, demonstrating empathy, patience, and understanding while working towards resolution.
Conduct thorough investigations into escalated issues, gathering relevant information, and collaborating with internal teams to identify root causes and develop solutions.
Develop and implement escalation processes and procedures to streamline operations and enhance efficiency in resolving customer issues.
Monitor and analyze trends in escalated cases to identify recurring issues and opportunities for improvement.
Communicate with customers throughout the escalation process, providing updates, explanations, and resolutions in a clear and timely manner.
Collaborate cross-functionally with departments such as Customer Support, Product Development, and Quality Assurance to address underlying issues and prevent future escalations.
Prepare and present regular reports on escalated cases, including trends, resolutions, and recommendations for improvement, to senior management.

AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws..

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf