Joseph "Joe" Highfill

Escalation Specialist Senior Customer Support

COMC.com

08.2016 - Current

Serve as the voice of the customer in internal discussions, identifying pain points and proactively working with cross-functional teams (Product, Operations, Marketing, IT) to drive measurable improvements in customer experience.
Act as the primary liaison between the Customer Service team and other departments to resolve complex issues, ensuring alignment between customer needs and company objectives.
Analyze escalation patterns, customer feedback, and service metrics to identify trends, forecast potential risks, and develop strategic recommendations that influence company-wide process and policy decisions.
Act as the final escalation authority for high-value customers and sensitive issues, balancing customer satisfaction with business requirements and protecting the company from risk.
Contribute to and lead process development initiatives, driving improvements in workflows, policies, and tools to enhance efficiency and scale operations.
Provide coaching, mentorship, and training to Customer Service team members on best practices, complex issue resolution, and effective communication strategies.
Collaborate with leadership to develop and refine customer support KPIs, monitor performance against targets, and implement continuous improvement initiatives.
Partner with Finance and Operations teams to evaluate, approve, and manage customer credits, charges, and adjustments with a high degree of judgment and accountability.
Prepare and present reports on escalations, customer sentiment, and service trends to senior leadership, highlighting risks, successes, and opportunities for improvement.
Maintain deep knowledge of company services, policies, and industry trends in order to provide thought leadership and subject matter expertise across the organization.
Uphold COMC values, quality standards, and exemplify C.A.R.D. culture while serving as a culture ambassador and problem-solver across departments.
Manage multiple projects and priorities simultaneously, ensuring deliverables meet established SLAs and align with strategic business objectives.
Handle sensitive data and confidential information with the highest level of integrity and professionalism.
Perform additional leadership or strategic duties as assigned.