- Serve as the primary Tier 2 escalation point for complex customer issues.
- Manage escalated cases end-to-end, including investigation, cross-team coordination, and resolution.
- Handle inbound and scheduled calls for complaints, disputes, and sensitive situations.
- Mediate disputes between customers and real estate agents in collaboration with Network Management.
- Maintain clean and auditable records for all escalated work within the CRM.
- Monitor customer survey responses and follow up on negative experiences.
- Draft training guides and reference materials to help Tier 1 teams resolve more issues.
- Provide feedback to leadership on escalation trends and systemic improvements.
DocumentationCRMCustomer support+2 more