The Escalation Specialist is responsible for providing best-in-class customer care to Resident customers by promptly and effectively resolving escalated customer concerns in real-time and enhancing customer satisfaction from the first point of contact to the final resolution. As part of the Customer Care team, the Escalation Specialist provides direct support to escalated and high-effort customers via inbound and outbound calls and emails by proficiently assessing and resolving customer questions and concerns and demonstrating an elevated level of attention, care, and follow-through. Inbound phone support for escalated and high-effort customers with a focus on customer satisfaction and retention. Effectively manages customer objections and offers knowledgeable product support to demonstrate value and build loyalty. Includes inbound and outbound phone support and email correspondence Takes initiative and ownership over the customer experience by identifying opportunities for an improved experience and facilitating smooth and efficient resolutions that meet and exceed customer expectations Focuses on repairing each negative customer experience by actively listening, building trust, following through, and providing resolutions that improve sentiment and reduce customer effort Initiates and tracks resolution action items, documents and communicates with accuracy and detail, and tracks customer feedback, needs, and special considerations. Proactively sets appropriate expectations as both an advocate for the customer and a representative of the company Uses Five9, Intercom, and other tools such as GSuite and Slack to track and follow through on action items and document resolution plans and progress Attends weekly meetings, trainings, coaching sessions, and touch bases as scheduled and shares frontline insights with team leadership to help drive continuous improvement in our customer experience Serves as a subject matter expert and brand ambassador for all of our brands, with the ability to speak to and support all of our products, processes, and services