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Escalation Resolution Specialist
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- As an Escalation Resolution Specialist at TQL, you will play a vital role in supporting our sales floor by ensuring overall customer satisfaction.
- Your expertise in issue resolution and risk management will be instrumental in upholding our commitment to delivering exceptional customer service 24/7/365.
- Assist LAEs with any over-the road issues that may arise; including but not limited to breakdowns, hostage situations, late deliveries, traffic accidents, etc.
- Monitor inbound and outbound call and request flow to ensure the department is in accordance with established guidelines and, when needed, re-direct efforts to better meet the needs of the business, as well as the service level commitments for the department
- Investigate disputes, determine proper course of action, and objectively report situations in an unbiased manner to appropriate department heads
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