Senior Escalation Specialist

Job Description

Position Summary

The Sr. Escalation Specialist is responsible for handling complex customer issues that frontline support cannot resolve. They act as the bridge between customers and internal teams, ensuring problems are solved quickly, professionally, and in ways that improve overall service quality.

Although the position is housed within SEMCO, it is dedicated to supporting WGL and will focus on handling complex customer issues on behalf of WGL.

What You'll Do:

• Investigate and resolve customer complaints by identifying root causes and managing escalated cases from frontline teams.

• Collaborate across internal departments to mediate issues, ensure alignment, and deliver timely resolutions.

• Handle complex billing matters including SAP record corrections and establishing procedures for recurring billing issues.

• Manage customer communications by drafting clear, empathetic messages and maintaining accurate correspondence records in SAP.

• Document trends and drive improvements through escalation tracking, workflow discussions, and recommending process enhancements.

• Take ownership of cases passed from frontline agents, ensuring prompt and professional resolution.

• Serve as a mediator between customers and different departments within the organization.

• Ensure customer satisfaction and resolution of escalated issues.

• Assist in the resolution of billing issues, included but not limited to correcting the records for 3rd party billing in SAP.

• Draft and send customer communications: emails, letters, and digital messages that are clear, accurate and empathetic.

• Participate in meetings to enhance workflow and prevent recurring issues.

• Identify root causes of recurring problems and recommend process improvements.

• Participate in Company training as required.

• Provide input into Call Center training modules.

• Other duties as assigned.

What You Bring:

• Knowledge of SAP systems.

• Ability to effectively communicate complex messages to diverse audiences.

• Strong problem-solving and decision-making skills.

• Excellent communication and interpersonal skills.

• Ability to remain calm and professional under pressure.

• Attention to detail and strong organizational skills.

• Ability to work well in a team environment.

Skills:

• High School diploma/ GED required and basic computer skills.

• Experience in customer service: 2-3 years, with exposure to customer escalation handling.

• Strong Communication: ability to de-escalate tense situations and explain solutions clearly.

• Problem-solving: Skilled in root cause analysis and creative resolution strategies.

• Conflict resolution: Capable of de-escalating tense situations and maintaining professionalism.

• Collaboration: Comfortable working across multiple departments.

• Customer Focus: Dedicated to maintaining high satisfaction and loyalty.

• Organizational skills: Capable of managing multiple escalation simultaneously.

• Active listening and empathy in high-stress situations.

• Excellent oral and written communication skills are essential.

• Ability to proficiently operate Microsoft Excel, Outlook and Word.

• Excellent written, oral and listening skills.

• Excellent organization skills with the ability to confidentially process and maintain data.

We offer a competitive hourly wage of $30.24 to $43.80 per hour for this opportunity, commensurate with experience, education, and skills. We are also proud to provide a comprehensive benefits package including health insurance, retirement plans, and paid time off.

The Company values diversity in its workforce and encourages United States military veterans and service members who meet the qualifications to apply.

Why work at AltaGas?

AltaGas is a North American energy infrastructure company with a focus on owning and operating assets that provide clean and affordable energy to our customers. AltaGas assets include Washington Gas/WGL, SEMCO, and Petrogas. Our talented team, nearly 3,000 strong, leverages the strength of our assets and expertise along the energy value chain to connect customers with premier energy solutions – from the well sites of upstream producers to the doorsteps of homes and businesses to new markets around the world.

We deliver clean and affordable natural gas to approximately 1.7 million customers’ homes and businesses through regulated natural gas distribution utilities across four jurisdictions in the United States and two regulated natural gas storage utilities in the United States. Learn more about our team, vision, and strategy.To learn more about our mission: https://www.youtube.com/watch?v=hvYAAg21IuU

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For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.