Daybreak · 13 hours ago
Escalation Specialist
LA Metro Area
Full-time
Onsite
Mid Level
3+ years expDaybreak is focused on enhancing customer experience, and they are seeking a Customer Experience Escalations & Retention Specialist. This role is responsible for resolving high-stakes customer issues, managing escalations and cancellations, and ensuring satisfaction through effective communication and collaboration with other departments.
Medical Device
Responsibilities
Handle escalated issues, ensuring timely and effective resolutions that align with company policies and customer expectations
Manage patient interactions to achieve high levels of satisfaction, following up on cases as needed to ensure positive outcomes
Handle cancellation requests from patients, ensuring the refund policy is upheld while maintaining customer satisfaction
Define, monitor and manage the customer resolution account, ensuring that resolutions stay within the allotted parameters and budget
Track and report on key performance indicators (KPIs), including customer satisfaction scores, resolution times, and compliance with company standards
Collaborate with other departments, such as product development and sales, to address recurring issues and improve overall customer experience
Qualification
Required
3+ years of experience in an escalations and/or customer service role
Dedication to providing excellent customer service, with experience in resolving complex customer issues and managing sensitive situations
Exceptional communication skills, both verbal and written
Ability to communicate cross-functionally to fuel the feedback loop between customers and other departments (product, sales, marketing, etc.)
Preferred
bachelor's degree preferred
Salesforce proficiency preferred
Company
Daybreak
Daybreak offers the only fully at-home sleep apnea solution — from testing to treatment.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase