Customer Service Representative

Escalated Customer Service Representative

Location: Warren, MI (Onsite)

Schedule: Monday-Friday, 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM

Employment Type: Full-Time

About the Opportunity

Are you a skilled problem solver who thrives in challenging situations and enjoys helping customers find solutions? We are seeking an Escalated Customer Service Representative to join a specialized customer care team responsible for managing complex, high-priority customer concerns.

This is not a traditional call center role. Instead of following strict scripts, you’ll be empowered to think critically, investigate issues, and develop customer-focused solutions. You’ll work with escalated cases, helping resolve complex concerns while delivering an exceptional customer experience.

This role offers excellent growth potential for individuals looking to build their careers in customer relations, case management, and leadership-focused customer support.

Why You’ll Love This Opportunity

• Opportunity to work on complex, high-level customer cases
• Strong career growth and advancement potential
• Less scripted and more solution-oriented than traditional customer service roles
• Ability to make a meaningful impact on customer satisfaction and retention
• Collaborative team environment that encourages independent thinking and problem-solving
• Professional development opportunities within a growing organization

Key Responsibilities

• Manage escalated customer concerns that require advanced problem-solving and resolution skills
• Evaluate customer cases, determine urgency levels, and prioritize accordingly
• Communicate with customers through phone, email, and text messaging to provide updates and resolutions
• Investigate concerns thoroughly while coordinating with internal departments as needed
• Utilize strong de-escalation techniques to resolve customer issues and rebuild customer confidence
• Develop creative and effective solutions based on individual customer situations
• Maintain detailed and accurate case documentation
• Take ownership of customer concerns from initial review through final resolution
• Deliver professional, empathetic, and customer-focused service throughout every interaction
• Identify trends and recurring issues while providing feedback to leadership teams

Required Qualifications

• Strong critical thinking and problem-solving skills
• Excellent customer service skills with a focus on conflict resolution and de-escalation
• Exceptional written and verbal communication abilities
• Ability to analyze information, make decisions, and adapt to changing situations
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Ability to work independently while collaborating effectively within a team environment
• Passion for helping customers and providing positive outcomes
• Professional demeanor with strong empathy and emotional intelligence
• Proficiency with multiple computer systems, browsers, and software applications
• Comfortable utilizing digital communication tools and platforms

Preferred Qualifications

• Associate or Bachelor’s degree preferred (or equivalent professional experience)
• Experience supporting customers across multiple channels, including phone, email, chat, or face-to-face interactions
• Customer service, retail, sales, claims, dispute resolution, or case management experience
• Experience handling escalated customer concerns
• Strong expereince in customer retention or customer advocacy

What Makes a Successful Candidate?

The ideal candidate is:

• A proactive and resourceful problem solver
• Calm under pressure and confident handling difficult situations
• Highly empathetic and customer-focused
• Comfortable making decisions and taking ownership of outcomes
• Detail-oriented with strong follow-through
• Adaptable and effective in a fast-paced environment
• Motivated by helping customers and resolving complex issues

Work Environment

This position is fully onsite in Warren, Michigan .

Employees work in a professional office environment supporting escalated customer concerns and collaborating closely with internal teams. Candidates should have access to reliable high-speed internet for occasional business continuity needs if remote work is required in the future.

If you’re looking for a role where you can leverage your critical thinking, communication, and customer service skills to make a real impact, we’d love to hear f…