Customer Escalations Specialist

Job not on LinkedIn

🔥 0 minutes ago

🌵 Arizona, California, +15 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🦀 Maryland – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ICANotes LLC

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1998

🏥 Healthcare

🔌 API

🛍️ eCommerce

Healthcare • API • eCommerce

ICANotes LLC is a company that specializes in providing digital solutions for managing links and QR codes to enhance audience engagement and connectivity. Through their platform, they offer tools such as URL shorteners, customizable QR codes, and analytics features that enable businesses to effectively track and optimize their communication strategies. ICANotes is dedicated to helping organizations create stronger interactions with their customers by making digital connections seamless and efficient.

📋 Description

• Own the escalation process for Plus customers • Collaborate with Product, Engineering, QA, Support, and Compliance teams to resolve escalated issues • Communicate with customers by phone and email to understand cancellation reasons and offer retention solutions or alternative services • Develop training and knowledge base materials with Support to prevent future escalations • Provide customers with transparent updates and manage expectations • Develop and refine escalation protocols and KPIs, ensuring SLAs are met or exceeded • Handle escalations in compliance with healthcare regulations, including HIPAA • Document escalation requests, feedback, and resolutions in CRM or ticketing systems • Collaborate with billing and finance teams on final invoices, refunds, and outstanding balances • Assist with support-related escalations involving customers who threaten to leave

🎯 Requirements

• 2+ years of experience in customer service, account management, or SaaS subscription management, with specific experience handling customer escalations • Understanding of EHR software and healthcare industry regulations is a plus • Excellent verbal and written communication skills • Ability to handle difficult conversations with professionalism and empathy • Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar) • Strong problem-solving and negotiation skills • Detail-oriented with strong organizational skills • Must reside in one of the following states: Arizona, California, Colorado, Florida, Georgia, Indiana, Maryland, Minnesota, Missouri, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Texas, Virginia, or Washington

🏖️ Benefits

• Healthcare (medical, dental, vision); company pays for up to 75% of health insurance for both employee and dependents; some plans with HSA options • Basic term and optional term life insurance • Short-term disability (paid for by the company) and long-term disability • 401(k) and employer-matched retirement plan • Accrued paid time off: 120 hours per year, increasing to 160 hours in years 3–5 and 200 hours in years 5+ • Fully remote work