Customer Escalations Specialist at AAA Service Plumbing, Heating, Electric

Golden, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Aug, 26

Salary

26.0

Posted On

15 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Conflict Resolution, Problem Solving, Customer De-escalation, Communication, Time Management, Multitasking, Documentation, ServiceTitan, Microsoft Office, Empathy, Cross-functional Collaboration, Customer Retention

Industry

Consumer Services

Description

Description Customer Escalations Specialist AAA Service is a leading Plumbing, HVAC, Electrical, and Sewer & Drain company proudly serving the Metro Denver community since 1983. For over 40 years, customers have trusted AAA Service for reliable, high-quality workmanship and exceptional customer care. We are continuing to grow and are looking for driven, dependable, and customer-focused professionals who take pride in their work and want to be part of a high-performing team with a strong reputation in the industry. What’s in it for you? Base rate $24-$26/hour based on experience. Get paid weekly! Every Friday is payday! Medical premiums including dental, vision and life insurance for you AND your family. Company Matched 401K. Paid holidays in addition to accrued Sick & Vacation time. Ongoing developmental training to further your accounting career. Responsibilities Serve as the primary point of contact for escalated customer concerns related to HVAC, plumbing, and electrical services. Resolve customer complaints professionally, efficiently, and with a solution-focused approach. Investigate service, installation, billing, scheduling, and warranty-related issues. Coordinate with service managers, technicians, dispatch, and leadership to resolve escalated situations. Maintain consistent communication with customers throughout the resolution process. Document all customer interactions, resolutions, and follow-up actions in company systems. De-escalate difficult situations while maintaining professionalism and empathy. Monitor and track escalation trends to identify recurring operational issues. Ensure customer concerns are resolved in a timely manner and aligned with company standards. Follow up with customers after resolution to ensure satisfaction and rebuild trust when needed. Support retention efforts by helping maintain positive customer relationships. Collaborate with leadership to improve customer experience processes and reduce repeat issues. Maintain confidentiality and professionalism in all customer and internal communications. Assist with online reviews, complaints, or customer recovery efforts when applicable. Other job duties as assigned. Requirements Previous customer service or escalations experience preferred. Residential trades or home services experience is a plus. Strong communication, conflict resolution, and problem-solving skills. Ability to remain calm and professional in difficult situations. Strong organizational, multitasking, and time management abilities. Customer-focused mindset with high professionalism and empathy. Ability to work cross-functionally with multiple departments. Strong attention to detail and documentation skills. Proficiency in Microsoft Office and/or ServiceTitan preferred. Positive attitude, accountability, and strong follow-through skills.

Responsibilities

Serve as the primary point of contact for escalated customer concerns regarding HVAC, plumbing, and electrical services. Coordinate with internal teams to resolve complaints and track trends to improve overall customer experience processes.