Specialist, Service Delivery Escalation

Specialist, Service Delivery Escalation

Position Profile

This customer-facing role is responsible for creating exceptional customer experiences while maintaining a high level of professionalism, patience, and efficiency. The Specialist, Service Delivery Escalation works to minimize customer dissatisfaction and increase customer loyalty by resolving escalated issues, supporting frontline teams, and driving continuous improvement initiatives.

This role also assists with departmental training, knowledge article creation, process development, and quality initiatives. The Specialist partners closely with peers and management to ensure customer needs are met or exceeded while supporting Ricoh's corporate goals and service commitments.

Job Duties and Responsibilities Escalation Management & Customer Support

• Effectively handle escalations from both internal and external customers.
• Serve as a subject matter expert in all Contact Center programs, exception policies, and processes.
• Identify and determine the root cause of service and supply issues and work through resolution.
• Maintain ownership of customer issues and proactively drive them to timely resolution.
• Follow up with customers to ensure complete issue resolution and a positive customer experience.
• Maintain composure and patience during difficult customer interactions.
• Calmly and professionally de-escalate challenging customer situations.

Operational Support

• Assist frontline teams by handling calls, chats, and emails during peak business periods.
• Provide second-level support while managing multiple priorities.
• Support dealer division reassignments and escalations.
• Process and manage system-generated exception workflow approvals and rejections.
• Assist with Oracle Field Service Cloud technician assignments and escalations.
• Educate customers on available self-service options for 24/7 account access.

Communication & Collaboration

• Communicate customer escalations to field service technicians and management through appropriate channels.
• Work collaboratively with management, external partners, and internal teams to ensure successful issue resolution.
• Maintain flexibility in scheduling when business needs require additional support.

Process Improvement & Training

• Review escalated issues, identify root causes, and provide recommendations for continuous service improvement.
• Assist with departmental training and onboarding of new support team members.
• Mentor team members on procedures, policies, and best practices.
• Participate in user acceptance testing (UAT) for new system enhancements.
• Contribute to knowledge article development and process documentation.

Data Integrity & Administration

• Maintain customer database integrity by verifying and updating account information, including:
  • Contact details
  • Account changes
  • Addresses
  • Phone numbers
  • Equipment identification numbers
• Ensure all customer records are accurate and up to date.
• Perform additional duties as assigned.

Qualifications Education, Experience, and Certifications

• Minimum of 3 years of experience in a high-volume contact center environment as a Customer Service Lead, Subject Matter Expert (SME), or similar role.
• Associate's or Bachelor's degree preferred.
• HDI Certification preferred.
• ITIL v3 or ITIL v4 Certification preferred.

Knowledge, Skills, and Abilities

• Excellent customer service and communication skills.
• Strong active listening and problem-solving abilities.
• Ability to effectively manage multiple tasks and priorities.
• Demonstrated leadership and mentoring skills.
• Ability to work independently and exercise sound judgment.
• Strong crisis management and conflict-resolution capabilities.
• Ability to identify, troubleshoot, and resolve complex issues accurately and efficiently.
• Excellent organizational and time-management skills.
• Strong attention to detail and follow-through.
• Ability to recognize opportunities for process improvement.
• Demonstrates high integrity, trustworthiness, and confidentiality.
• Ability to work effectively in a collaborative, team-oriented environment.
• Self-motivated with strong self-directed work habits.

Working Conditions, Mental and Physical Demands Work Environment

• Primarily works in an office environment with standard lighting, ventilation, temperature, and noise levels.
• Daily interaction with internal and external customers.
• Frequent communication with department personnel, business partners, and customers.

Mental Demands

• Work may involve handling stressful situations requiring sound judgment and professional decision-making.
• Assignments are generally routine and repetitive; management provides detailed instructions and guidance.
• Requires sustained concentration and attention to detail while managing multiple customer issues.

Physical Demands

• Requires prolonged periods of sitting while performing computer-based work.
• Requires moderate manual dexterity for routine use of:
  • Computer keyboard
  • Calculator
  • Telephone systems
  • Other office equipment
• Requires consistent eye-hand coordination for daily operational tasks.

Disclaimer

The statements above are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, efforts, or working conditions associated with the role.