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Client Escalations Specialist

Date Posted: May 17, 2026
Yearly: USD - USD
Job is expired

Job Detail

  • location_on
    Location Franklin Park, Tennessee, United States of America
  • desktop_windows
    Job Type: Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Jun 17, 2026
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Job Description

Overview

The Client Escalations Specialist at Wesley Financial Group plays a critical role in ensuring exceptional client experiences during the timeshare exit process. This position involves addressing escalated client concerns, leading de-escalation efforts, and collaborating with various departments to resolve issues efficiently and empathetically.

Key responsibilities

  • Own the escalation process using Salesforce to manage all assigned escalations from start to resolution
  • Be accessible and reliable for clients to schedule appointments
  • Research client disputes by reviewing recorded calls and notes in Salesforce
  • Perform de-escalations via phone and email with empathy and professionalism
  • Provide objective feedback on process improvements to reduce client complaints
  • Collaborate with departments to connect clients with appropriate teams for additional assistance
  • Communicate clearly and fairly, delivering efficient feedback to employees
  • Promptly address communication via Slack, emails, and Salesforce
  • Take on additional tasks and responsibilities as needed

Required skills

  • 3+ years in a similar role focusing on de-escalation and conflict resolution
  • 1+ year of experience with Salesforce and Google Suite
  • Excellent time management and multitasking skills
  • Outstanding written and verbal communication skills
  • Positive, professional attitude in client interactions
  • Flexibility and adaptability in shifting priorities
  • Ability to maintain a fair and objective mindset
  • Composure when communicating with stressed or frustrated clients

What the company offers

  • Comprehensive Benefits: Medical, Dental, and Vision Insurance
  • 401K with a generous company match
  • Generous PTO starting from day one
  • Friendly Monday-Friday work schedule
  • Engaging company-wide events and team-building activities
  • Access to fitness center and team lounge areas
  • Growth opportunities with industry professionals
  • Embraces diversity and inclusivity in the workplace

Skills Required

Company Overview

Wesley Group
Franklin Park, Tennessee, United States of America
32 Current Jobs Openings

Wesley Financial Group, LLC is a company based in Franklin, Tennessee that helps timeshare owners who have been misled get out of their timeshare. The company is recognized for its rapid growth and has been listed on the INC 500 in 2020. Read More

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