Escalations Representative

About the role

The Escalations Representative will act as a key point of contact for handling escalated customer interactions across multiple channels (online, voice, email). Working closely with regional managers, store teams and call‑center staff, the role ensures issues are resolved promptly to protect brand reputation and prevent financial loss.

Key responsibilities

• Process partial and full refunds for customers.
• Create, update and follow up on tickets in the internal ticketing system.
• Research and provide patients or stores with medical records via various communication channels.
• Handle escalated calls originating from the call centre.
• Initiate and track escalations to store and call‑center leadership, following SOPs.
• Reschedule appointments when store lane updates occur.
• Respond to chargebacks and CareCredit disputes in a timely manner to support loss‑prevention efforts.
• Perform any additional duties assigned by Operations based on business needs.

Required profile

• High School Diploma; college degree preferred.
• Previous experience in a customer support role.
• Strong written and verbal communication skills in English and Spanish.
• Ability to multitask, prioritize tasks and work efficiently under pressure.
• Attention to detail and problem‑solving orientation.

Required skills

• Proficiency with computer systems and ticketing platforms.
• Data‑entry competence.

What we offer

• Attractive compensation and benefit packages.
• Opportunities for professional development within a fast‑growing BPO.