Customer Escalations Analyst

About Atrium:

Client Overview:

Our client is a dynamic organization focused on delivering exceptional customer experiences. The company operates across North America, fostering a collaborative and inclusive work environment. They are looking to add a Customer Escalations Analyst to their team. They are known for their commitment to employee development and operational excellence.

Salary/Hourly Rate:

$35/hr – $40hr

Position Overview:

The Customer Escalations Analyst manages complex customer issues, ensuring timely resolution and positive guest experiences. This role analyzes escalation trends, collaborates with cross-functional teams, and supports continuous improvement in customer care processes.

Responsibilities of the Customer Escalations Analyst:

• Investigate and resolve escalated customer cases with professionalism and empathy.
• Analyze escalation data to identify patterns and recommend process improvements.
• Collaborate with internal teams to address root causes and prevent future escalations.
• Document case outcomes and maintain accurate records for compliance and reporting.
• Communicate effectively with customers, providing clear updates and solutions.
• Support training initiatives to enhance escalation handling across the team.
• Monitor service levels and ensure adherence to company policies and regulatory requirements.
• Participate in quality assurance reviews and contribute to guest recovery strategies.

Required Experience/Skills for the Customer Escalations Analyst:

• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to manage multiple cases simultaneously in a fast-paced environment.
• Proficiency in customer service software and case management tools.
• Attention to detail and commitment to compliance standards.

Preferred Experience/Skills for the Customer Escalations Analyst:

• Experience in customer escalations or case management.
• Exposure to the guest care or hospitality industry.
• Familiarity with data analysis and reporting tools.
• Bilingual proficiency is a plus.

Education Requirements:

• Bachelor’s degree in Business, Hospitality, Communications, or a related field is required.

Benefits:

• Atrium Care Package available, upon eligibility (including healthcare plans, discount programs, and paid time off).

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As a woman-owned firm, we value diversity. We are an equal opportunity and affirmative action employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Candidates who apply for roles through the Atrium website will be added to our candidate pool and may be considered for additional roles of a similar title. Please contact us to request an accommodation.
EOE/M/F/D/V/SO