Oncourse Home Solutions · 1 month ago
Customer Escalation Specialist I
Naperville, IL 60563, USA
Full-time
Hybrid
Entry Level
$19.23/hr - $30/hr
1+ years expOncourse Home Solutions (OHS) is a people-centric organization focused on providing home solutions to customers across the U.S. The Customer Escalation Specialist I serves as the first point of contact for escalated customer calls, ensuring excellent customer care and facilitating resolutions to concerns to prevent high-profile escalations.
Heating Ventilation and Air Conditioning (HVAC)Home ImprovementHome Services
Responsibilities
Handle both inbound and outbound escalation calls, deescalating the call, while properly identifying and resolving customer’s concerns
Improve customer service skills and systems knowledge of the call center agents, with a focus on building customer rapport and identifying and executing solutions to serve the customer’s needs
Serve as an agent of the company in any variety of situations, including but not limited to effectively handling escalated customer phone calls or working with other departments on various issues related to claims
Assist in taking customer calls to help support the business needs when call volumes are high
Coach and help develop agents’ ability to develop techniques to properly de-escalate calls
Support the development of new hires during training and through the onboarding and transition from training to the team
Communicates with management on a regular basis on identified potential escalation issues, monitors and escalates time-sensitive matters to management upon being made aware
Fosters and sustains a positive customer care experience that enhances both individual and team excellence by acting as a champion of great customer service
Document escalations in the escalation log, provide tracking of proper and improper escalations on said log, document feedback on those escalations for Team Supervisors to provide coaching
Qualification
Required
1 year of call center experience
Demonstrated expertise in knowledge of multiple company-provided services and processes
Ability to identify and isolate critical behavior that will improve performance and customer experience
The ability to coach other agents within a call center
Ability to handle escalated calls
Ability to take inbound and make outbound calls
High School Diploma/GED or equivalent work experience required
Proficiency in Microsoft Office 365
Strong Excel skills required
Working knowledge of phone and customer service systems
Benefits
Healthcare
Life insurance
Paid time off
Retirement
Commuter benefits
Education reimbursement
Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
Generous Paid Time Off: Take the time you need to recharge and relax.
Education Assistance Program: Invest in your growth and development with our support.
FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
Company
Oncourse Home Solutions
Oncourse Home Solutions offers home warranty plans, covering repairs, maintenance, and improvements.
501-1000 employees
H1B Sponsorship
Oncourse Home Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (6)
2023 (2)
2022 (2)
Funding
Current Stage
Late StageLeadership Team
Andrei Utkin
Head of Acquisition Marketing
Recent News
2025-10-22
Company data provided by crunchbase