Harvey Nash · 11 hours ago
escalation management specialist
Englewood Cliffs, NJ
Contract
Onsite
Mid Level
$30/hr - $32/hr
4+ years expHarvey Nash is seeking an Escalation Management Specialist to enhance customer satisfaction across various sales channels. The role involves coordinating among stakeholders, managing escalated service cases, and supporting departmental policies and procedures.
Professional ServicesRecruitingSearch EngineService Industry
Hiring Manager
Mohammed Habeeb Hasan
Responsibilities
Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs
Serve as primary service escalation point of contact for customers within assigned sales channels/territories
Engage in case management by liaising with internal departments including: Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously
Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines
Recommend policy and process improvements based on findings from cases handled
Data steward of departmental policy & procedure content, KPIs, and data
Oversee content management on department SharePoint site
Responsible for production of department KPIs and ad-hoc analysis requests
Support implementation and improvement of new and existing department policies, processes, and procedures
Assist department’s customer engagement channels and digital self-service tools
Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops
Support in production and distribution of internal and external newsletters
Support in implementation of user management and user experience systems; including CRM tools and customer service portals
Qualification
Required
College degree (Bachelor's) required
Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry
4 years of professional experience required
Ability to identify gaps in procedures/policy and create improvement plans to address
Ability to drive change in cross-functional and demanding environment
Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills required
Excellent written and verbal communication skills
Bachelors Degree
4 years of experience
Preferred
Analytics
Communication
Project Management
Experience with payroll processing and wage attachment
2-4 years of Experience
Company
Harvey Nash
We’re Harvey Nash, and we build amazing technology and digital teams.
5001-10000 employees
H1B Sponsorship
Harvey Nash 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 (62)
2024 (70)
2023 (121)
2022 (67)
2021 (3)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
unknown1999-02-04IPO
Leadership Team
Ted Blumenberg
CFO
Michael Goldberg
Vice President, Strategic Partnerships
Recent News
2024-10-16
Company data provided by crunchbase