The Escalation Specialist is responsible for identifying and resolving issues of the highest complexity, priority, visibility related to the client’s facilities in order to provide the client with a transparent and seamless resolution for their issue. The Escalation Specialist will take ownership of these critical needs, gather all relevant information, create, and then implement a plan to achieve success, and partner with internal leadership to communicate progress to the client, up to and including national account level client contacts. This role will interact with a number of internal and external stakeholders from the client’s senior leadership, to our vendors, to internal operations leadership and corporate functions. A successful Escalation Specialist will be comfortable working both as part of a team as well as autonomously and with limited direction and supervision, and they will demonstrate creativity and initiative in solving problems that may not have a standard, routine resolution.
What You'll Do:
Anticipate, take ownership of, and proactively manage client escalations, end-to-end, in order to achieve resolution as quickly as possible, engaging department leadership with actionable recommendations for solutions for the most complex and consequential issues
Proactively research, develop, and implement solutions to client escalations and requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process
Ensures total client satisfaction for issues that escalate to the regional and national client leadership level by holding the assigned internal team accountable for managing complex operational projects and issues
Drive business results by participating in and leading meetings with senior client stakeholders to demonstrate Lessen’s value and positive performance, deliver updates, and answer questions regarding escalated issues under limited guidance and supervision
Identify trends in escalated issues and develop long term solutions to reduce escalations and mitigate their impacts on the client’s operations and the client’s relationship with Lessen.
Independently coordinate with our vendor and with external third-party stakeholders (including municipal governments, landlords, property associations, and other third-party vendors) to resolve all escalated issues
Engage with the service delivery operations team to proactively communicate updates about escalated issues to relevant client stakeholders at a national level.
Create and regularly update routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards
Identify the need to become engaged in potential issues prior to client escalation and works with team members to resolve high-priority issues; correctly identifies issues that require escalation to department leadership, and raises them alongside actionable recommendations for solutions
Collaborate with business analysts to participate in development of analytical tools to identify and prevent escalations
Independently monitor and compare vendor costs to ensure that work is completed as cost-effectively as possible to minimize the client’s costs of maintenance; ensure full utilization of warranty provisions (both equipment and service) and evaluate lease terms to ensure that client funds are not spent on repairs for which another party is liable
Exercises budgetary and vendor proposal approval authority ensures Lessen is accountable for managing the client’s operations & maintenance budget within the assigned portfolio to the client’s financial benefit
Develop and manage relationships with various client stakeholders including end user location staff and their management, and corporate functions related to facilities programs and projects
Coordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activities
Foster a positive team environment and may provide coaching or mentoring to team members
Ensure confidentiality and accuracy of internal and external data
Performs ad-hoc projects and other duties as assigned
Travel required up to 20%
Compensation:
$45,000 - 50,000.00 annually
Pay is determined by several compensable factors, such as qualifications, skill level, competencies, and work location.
What You'll Need:
Ability to assess strengths, weaknesses, opportunities, and threats within an account
Bachelor’s Degree required
2+ years of professional experience or military service
Experience in facilities or property management industry or a trade related to construction/building engineering is a plus
Experience working in matrixed organizations is a plus
