Are you a problem-solver who thrives in high-pressure situations? Do you have a passion for delivering top-tier customer service while managing complex cases? Marvin is looking for a Senior Care Agent Escalation Specialist to lead our most challenging service cases and provide tailored solutions that uphold our commitment to excellence.

This job is located in Warroad, MN. If you need to relocate for this role, Marvin has a variety of benefit offerings to support your move. 

• Lead the resolution of escalated service cases, including water/air infiltration claims, commercial projects, special cases, social media concerns, and senior leadership team (SLT) requests.
• Support the customer service (CS) team in resolving cases without requiring a field visit.
• Communicate effectively in both written and verbal formats, drafting professional documents with clarity and precision.
• Provide empathetic and knowledgeable support to customers experiencing service challenges.
• Collaborate with internal teams to develop solutions when no standard process exists.
• Utilize product knowledge and installation expertise to identify defects, installation issues, and recurring manufacturing concerns.
• Apply critical thinking, problem-solving, and negotiation skills when handling complex cases.
• Stay informed on product performance ratings, testing procedures, and water management systems to ensure accurate case resolutions.

• Strong ability to manage multiple priorities while maintaining attention to detail.
• Experience handling high-pressure situations with professionalism and composure.
• Proficiency in critical thinking, judgment, and conflict resolution.
• Ability to collaborate effectively across departments and drive case resolution.
• Advanced knowledge of Marvin products, installation methods, and service processes (preferred)

• Associate degree and 3-5+ years of experience in customer service
• A customer-first mindset with excellent communication and interpersonal skills.
• Strong computer skills, including CRM and case management systems (Salesforce experience is a plus).
• Proven ability to handle escalated cases with diplomacy and problem-solving expertise.

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities.

For more than a century, we’ve been at the forefront of designing, building, and engineering premium, award-winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin’s quality products, including Infinity Replacement Windows and Doors, and TruStile Doors.

Together, we uphold our values and foster a culture where safety and the wellbeing of our people comes first. We take a better living approach with benefits to support you at work and beyond. From day one, you will enjoy health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more!

Some of our unique and most popular benefits include:

• $300 annual wellbeing account to spend on what helps you feel happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• Annual profit sharing – recognizing everyone’s contribution to Marvin’s success
• Giving at Marvin – participate in organized volunteer opportunities
• Brighter Days Fund – financial support from your colleagues and the Marvin family during personal hardships

Join the more than 8,000 Marvin team members to experience these benefits and more. Apply today!

This job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position. Any employment offer depends on completing a background check and drug screen to company standards.