Job 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.