Escalation Specialist- HVAC Call Center

About the Role

Reliant Air Conditioning is seeking a highly skilled Escalation Specialist to join our Customer Service team in Irving, Texas. This position serves as a critical link between customers and our internal departments, ensuring complex issues are resolved quickly, fairly, and professionally.

At Reliant Air Conditioning, we operate by our Core Values : Gimmick Free, Make it Right, Educate Ourselves to Educate Our Customers, and Embrace Innovation. The Escalation Specialist embodies these principles by delivering honest, transparent solutions, ensuring customers are treated with integrity, and continuously improving the processes that shape our service experience.

Key Responsibilities

• Resolve Complex Customer Issues : Act as the primary contact for escalated calls, emails, or service concerns requiring advanced attention and coordination between departments.
• Ensure Accountability & Quality : Uphold our "Make it Right" value by taking ownership of each case through resolution and ensuring follow-up to maintain customer trust.
• Promote Education & Transparency : Apply our "Educate Ourselves, to Educate Our Customers" value by clearly communicating service options, processes, and technical information in an understandable, honest manner.
• Collaborate Across Departments : Partner with Service Technicians, Dispatch, Installation, and Sales teams to ensure customers receive efficient, coordinated solutions.
• Coach & Support Team Members : Provide hands-on guidance and feedback to call center representatives to strengthen communication, empathy, and problem-solving skills.
• Assist with Training Programs : Participate in developing and leading training sessions that improve product knowledge, call handling, and conflict resolution skills.
• Drive Process Improvements : Identify recurring issues and propose innovative solutions that enhance internal operations and the customer experience reflecting our "Embrace Innovation" value.
• Document and Track Escalations : Maintain detailed and accurate records in CRM systems, ensuring clear visibility of outcomes and trends for leadership review.