Escalations Specialist

Contract Type: Permanent, Full-time

Location: Remote, USA

Salary: $54,000 to $60,000 per year, depending on experience

At Domestic & General, we're committed to delivering exceptional customer experiences every day. When issues arise that require the highest level of attention, our Executive & Regulatory Complaint Specialists play a vital role in protecting our customers, our clients, and our reputation.

We're looking for a skilled and customer-focused professional to join our Service Operations team. In this role, you'll manage complex and high-profile customer escalations received through executive leadership teams, regulatory agencies, legal channels, and the Better Business Bureau. You'll investigate concerns, identify root causes, and work collaboratively across the business to deliver fair, timely, and effective resolutions.

About You To be successful in this role, you will be able to:

• Previous experience handling executive escalations, regulatory complaints, customer advocacy, or a related function.
• Strong investigative, analytical, and problem-solving skills.
• Excellent written and verbal communication skills with the ability to influence and engage stakeholders at all levels.
• Experience managing sensitive or complex customer situations with professionalism and empathy.
• Confidence working independently, managing multiple priorities, and delivering against deadlines.
• Experience using complaint management systems and Microsoft Office products.
• A bachelor's degree or equivalent experience is preferred.
• Previous experience within the home services industry would be advantageous.

The Role

• Managing and resolving executive-level customer escalations and complaints.
• Investigating regulatory complaints, legal demands, attorney general enquiries, and Better Business Bureau cases.
• Conducting detailed research across multiple systems to identify appropriate customer outcomes.
• Drafting professional written responses for executive, regulatory, legal, and BBB channels.
• Analysing complaint trends and root causes to identify opportunities for improvement.
• Collaborating with Operations, Compliance, Legal, Client Services, and leadership teams to implement corrective actions.
• Producing accurate reporting and maintaining detailed case records.
• Supporting process, policy, and training improvements that enhance the customer experience and reduce complaint volumes.

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks. At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.