Escalations Representative II

Job Summary:

Dexian is seeking a Escalations Representative II for an opportunity with a client located in West Des Moines, IA.

Responsibilities:

• Receiving, investigating, and resolving complex customer inquiries and complaints that have been escalated from frontline support
• Utilizing critical thinking and problem-solving skills to identify the root cause of issues and determine appropriate solutions
• Interacting with customers, internal teams (e.g., technical support, legal, finance), and potentially external vendors to gather information, provide updates, and facilitate resolutions
• Accurately documenting all interactions, research findings, and resolutions in case management systems
• Identifying trends and patterns in escalated issues and recommending process or policy changes to improve customer satisfaction and prevent future escalations
• Potentially providing guidance and support to junior team members on handling escalated issues

Requirements:

• Previous experience in customer service, preferably with experience in handling escalated issues
• Ability to analyze complex situations, identify root causes, and develop effective solutions
• Excellent verbal and written communication skills to interact with customers and various internal teams
• Ability to remain calm and professional under pressure and effectively mediate disputes
• Familiarity with relevant company policies, procedures, and regulatory requirements
• Depending on the specific role, may require knowledge of CRM software, ticketing systems, or other relevant tools

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.