Escalation Specialist jobs

Attention*** Are you great on the phones? Are you great at customer service? Join us and grow your career and income!

Customer Experience & Resolution Specialist

Be the reason customers stay with Handy Bros.

At Handy Bros, we believe the true measure of a company isn't how often things go perfectly—it's how we respond when they don't.

We're looking for someone who can turn frustrated customers into loyal lifelong clients. Someone who remains calm under pressure, communicates with empathy, solves problems creatively, and takes ownership until the job is done.

This isn't a traditional customer service role.

You'll become the trusted voice our customers remember during their most important moments while helping shape the future of our customer experience.

Your Mission

Protect our reputation by ensuring every customer feels heard, respected, and treated fairly while driving continuous improvements throughout the company.

You will own customer escalations from beginning to end and work closely with every department to deliver outstanding outcomes.

If you are extremely serious about this role please drop off your resume at 5 classic car and ask for Kaleena. But hurry! This ad is being taken down soon and this role is closing.

What You'll Do

• Take complete ownership of customer escalations from initial contact through final resolution.
• Build trust with customers by listening, investigating concerns, and communicating with professionalism and empathy.
• Coordinate solutions with our Service, Installation, Sales, Warehouse, Accounting, and Management teams.
• Recover customers who are considering cancelling services or leaving negative reviews.
• Resolve issues quickly while balancing exceptional customer care with company policies.
• Conduct post-installation and post-service "Happy Calls" to ensure customers are delighted with their experience.
• Follow up on unresolved concerns until customers are fully informed and supported.
• Document every interaction thoroughly within our CRM.
• Identify recurring customer issues and recommend improvements to prevent future problems.
• Monitor trends, prepare reports, and work with leadership to improve processes and customer satisfaction.
• Help protect and strengthen the Handy Bros brand through every customer interaction.

What Success Looks Like

You know you're succeeding when:

• Customers finish difficult conversations feeling respected and cared for.
• Escalations are resolved quickly and professionally.
• Negative reviews become positive experiences whenever possible.
• Customer retention improves.
• Internal departments work together more effectively because of your communication.
• Your recommendations result in measurable operational improvements.

What We're Looking For

• Exceptional communication and active listening skills.
• High emotional intelligence.
• Confidence working with upset or emotional customers.
• Strong problem-solving and decision-making abilities.
• Ability to stay calm under pressure.
• Excellent organizational and documentation skills.
• Professional written and verbal communication.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with customer service, client relations, conflict resolution, hospitality, or account management is considered an asset.

Why Join Handy Bros?

We're building one of Ontario's premier home comfort companies, and customer experience is one of our greatest competitive advantages.

You'll work directly with leadership, influence company-wide improvements, and play a key role in protecting and growing our reputation.

This is an opportunity to build a career—not simply answer phones.

If you enjoy solving problems, helping people, and making a real impact every day, we'd love to meet you.

Job Types: Full-time, Permanent

Pay: $74,000.00-$94,000.00 per year

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Work Location: In person