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Date Posted: 2/1/2020

Job Snapshot

Job Description

Position Overview

Responsible for resolution of escalated or sensitive customer complaints via the Better Business Bureau or the Executive Leadership team.  They will work with the branch and the customer to come to an acceptable resolution to both parties.

Job Responsibilities

  • Reviews and resolves customer escalations via Better Business Bureau and Executive Leadership team.
  • Sends effective written communication on behalf of the company in response to the customer and the Better Business Bureau and Executive Leadership team. 
  • Resolves issues via Mission for customers.
  • Contacts and escalates issues to branch leadership as needed.  
  • Expedites correction or adjustments and follows up to ensure resolution.

Job Requirements

  • Internal candidates only
  • High school diploma or GED and 1-2 years clerical or customer service experience required
  • 5 years’ experience in customer service or social media communications
  • Excellent verbal, written, and interpersonal skills
  • Excellent judgment skills
  • Basic knowledge of Microsoft Word, Excel, and Windows
  • Ability to type 35 wpm
  • Ability to work in a stressful, fast-paced environment
  • Strong problem-solving skills
  • Ability to overcome objections
  • Ability to work flexible schedule, including weekends and holidays
  • Must be dependable and consistently punctual for all scheduled shifts

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.  

• Sitting for long periods of time while using office equipment such as computers, phones and etc.

• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.

• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have: 

• Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy,  such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.

ServiceMaster is committed to Diversity and Inclusion.  We encourage diverse candidates to apply to this position.  Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.


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