Client Experience Escalation Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Take personal ownership of intricate client escalations, addressing issues such as scheduling conflicts, billing inquiries, clinician transitions, service complaints, and other sensitive matters.

• Transform frustrated or dissatisfied families into individuals who feel acknowledged, supported, and confident in continuing their care with Emora.

• Act as a proactive leader for the distributed Client Experience team, offering daily guidance, coaching, and support during escalations.

• Establish standards for client communication across various channels including phone, email, and messaging.

• Mentor team members on de-escalation techniques, service recovery, problem-solving, and exercising sound judgment beyond standard protocols.

• Identify recurring service issues and enhance workflows, escalation processes, and internal resources.

• Collaborate with Clinical, Operations, and other teams to resolve client issues and facilitate smooth transitions in care.

• Track client feedback and service quality to enhance team performance and elevate the overall client experience.

⛳️ Requirements

• A minimum of 3 years of experience in customer experience, client services, or another high-touch, consumer-facing service environment.

• Experience in mentoring colleagues, managing escalations, or assisting others in their development.

• Outstanding communication skills for effectively managing challenging customer situations.

• A strong customer focus and the ability to exercise sound judgment beyond established policies or scripts.

• Ability to remain calm under pressure, possess emotional intelligence, and adeptly handle sensitive conversations.

• Proactive, resourceful, and comfortable operating in a fast-paced environment.

• A hands-on approach to resolving customer issues and providing coaching to others.

• Nice to have: experience at a consumer company known for exceptional customer service, hospitality, or customer loyalty.

• Nice to have: familiarity with digital health, healthcare, telehealth, or another high-trust service sector.

• Nice to have: experience in supporting or coaching distributed or offshore customer service teams.

• Nice to have: experience in enhancing service quality, escalation procedures, or customer support workflows.

🏝️ Benefits

• Equity

• Remote work arrangement