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Customer Escalation Manager Jobs in Decatur, AL (NOW HIRING)

Velocity1

Escalation Engineer

Madison, AL · On-site

Summary/Objectives The Escalation Engineer serves as a tier-3 resource for escalated service issues ... Manage client expectations providing excellent customer service. * Work closely with team members ...

Leidos

Customer Service Delivery Manager

Huntsville, AL

$107K - $195K/yr

Build collaborative partnerships across engineering, operations, and program management organizations, serving as the escalation point for customer issues and critical incidents. Basic Qualifications:

New

Leidos

Customer Service Delivery Manager

Huntsville, AL · On-site

$107K - $195K/yr

Build collaborative partnerships across engineering, operations, and program management organizations, serving as the escalation point for customer issues and critical incidents. Basic Qualifications:

New

Pep Boys

Lead Customer Service Advisor

Decatur, AL · On-site

$11 - $18/hr

The CSL will often work an opposite shift of the Service Center Manager and serves as a point ... Ability to handle escalated customer issues with professionalism and confidence. * Ability to coach ...

Pep Boys

Lead Customer Service Advisor

Madison, AL · On-site

$11 - $18/hr

The CSL will often work an opposite shift of the Service Center Manager and serves as a point ... Ability to handle escalated customer issues with professionalism and confidence. * Ability to coach ...

Pep Boys

Lead Customer Service Advisor

Decatur, AL

$11 - $18/hr

The CSL will often work an opposite shift of the Service Center Manager and serves as a point ... Ability to handle escalated customer issues with professionalism and confidence. * Ability to coach ...

Pep Boys

Lead Customer Service Advisor

Madison, AL

$11 - $18/hr

The CSL will often work an opposite shift of the Service Center Manager and serves as a point ... Ability to handle escalated customer issues with professionalism and confidence. * Ability to coach ...

Lids

6505 - Assistant Store Manager PT

Huntsville, AL · On-site

Resolve customer feedback and address issues in the moment, including customer escalations, urgent ... Effectively manage cash, including accurately opening and closing the till, using counterfeit ...

Stellantis

Design Quality Lead BCIM

Huntsville, AL

... customer and business expectations. Key Responsibilities: Early Engagement & Quality Target ... Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality ...

Stellantis

Design Quality Lead BCIM

Huntsville, AL · On-site

... customer and business expectations. Key Responsibilities: Early Engagement & Quality Target ... Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality ...

3-GIS

Support Specialist II

Huntsville, AL · On-site

$55 - $85/hr

Work collaboratively with Sales, Product, Development, and PMO teams to ensure accurate, timely solutions for customers. * Identify, document, and escalation issues to team leads or engineering as ...

Meta

Infrastructure Materials Manager

Huntsville, AL

$138K/yr

... customers and enable automated processes and operational efficiency in a fast-paced and growing ... Drive resolution for supply chain exceptions/escalations through prioritization, stakeholder ...

TriGreen Equipment

Store Manager

Huntsville, AL · On-site

Experience dealing with & resolving escalated Customer issues in a win-win spirit. * Ability to ... Excellent organizational and time management skills. * Attention to detail, accuracy and timeliness.

TriGreen Equipment

Store Manager

Huntsville, AL · On-site

$65 - $95/hr

Store Manager Huntsville, AL Type of Employment: Full Time Purpose Purpose: Responsible for the ... Experience dealing with & resolving escalated Customer issues in a win-win spirit. * Ability to ...

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Customer Escalation Manager information

See Decatur, AL salary details

$23K

$54.4K

$94.7K

How much do customer escalation manager jobs pay per year?

As of Sep 3, 2026, the average yearly pay for customer escalation manager in Decatur, AL is $54,371.00, according to ZipRecruiter salary data. Most workers in this role earn between $38,400.00 and $65,600.00 per year, depending on experience, location, and employer.

What is a customer escalation manager?

A Customer Escalation Manager is a professional responsible for handling and resolving complex customer complaints or issues that have not been resolved through standard support channels. They act as a liaison between customers and the company, ensuring that concerns are addressed promptly and effectively. Their role often involves investigating problems, coordinating with different departments, and implementing solutions to prevent future escalations. By managing critical situations, they help maintain customer satisfaction and protect the company's reputation.

How does a customer escalation manager typically collaborate with other departments to resolve complex customer issues?

Customer Escalation Managers frequently work cross-functionally, collaborating with teams such as technical support, product management, sales, and engineering to resolve customer concerns that require specialized expertise. They act as the primary liaison, ensuring that all stakeholders are aligned on the issue and that communication is clear and timely. This role demands strong relationship-building skills and the ability to coordinate resources quickly, as escalations often require swift, well-organized responses. By fostering open communication between departments, Escalation Managers help drive resolutions that maintain customer satisfaction and improve internal processes.

What are the key skills and qualifications needed to thrive as a customer escalation manager, and why are they important?

To thrive as a Customer Escalation Manager, you need strong problem-solving skills, conflict resolution abilities, and a background in customer service or related fields, often supported by a bachelor's degree. Familiarity with CRM systems, ticketing platforms, and reporting tools like Salesforce or Zendesk is typically required. Exceptional communication, empathy, and resilience are essential soft skills for managing difficult conversations and high-pressure situations. These skills ensure efficient resolution of complex customer issues, maintain client satisfaction, and protect the company's reputation.

What is the difference between Customer Escalation Manager vs Customer Service Supervisor?

AspectCustomer Escalation ManagerCustomer Service Supervisor
Primary FocusHandling complex customer escalations and resolving high-priority issuesOverseeing daily customer service operations and team management
Required SkillsAdvanced communication, problem-solving, conflict resolutionTeam leadership, customer service skills, process management
Work EnvironmentCollaborates with multiple departments to resolve escalationsManages customer service team in call centers or support centers
CertificationsCustomer service or conflict resolution certifications often preferredLeadership or supervisory certifications beneficial

The Customer Escalation Manager focuses on resolving complex and high-priority customer issues, often working across departments. In contrast, the Customer Service Supervisor manages daily team operations and ensures customer satisfaction at the operational level. Both roles require strong communication skills, but the escalation manager typically handles more advanced problem-solving scenarios.

How to become a customer escalation manager?

To become a customer escalation manager, candidates typically need a background in customer service, strong communication and problem-solving skills, and experience handling complex customer issues. Relevant certifications in customer service or management can be beneficial, and familiarity with CRM tools is often required. Progression usually involves gaining experience in customer support roles and developing leadership abilities.

What job categories do people searching Customer Escalation Manager jobs in Decatur, AL look for?

The top searched job categories for Customer Escalation Manager jobs in Decatur, AL are:

What cities near Decatur, AL are hiring for Customer Escalation Manager jobs?

Cities near Decatur, AL with the most Customer Escalation Manager job openings:

Customer Escalation Manager jobs near you

Escalation Engineer

Velocity1

Madison, AL • On-site

Full-time

Re-posted 23 days ago

Job description

Summary/Objectives
The Escalation Engineer serves as a tier-3 resource for escalated service issues, as well as the main driver for monitoring and other automated alerting systems. They should prioritize client-facing issues over others, while being aware of the impact of proactive work done through monitoring and other alerts that may increase the overall quality of service. They should be available, as time permits, for assistance to the other tiers of service as needed. They sit "between" the service desk technicians and the system engineers and may be called into either world, including to field work.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Receive technical escalation tickets and prioritize the client experience.
  • Monitor network service alerts and respond to critical alerts.
  • Provide technical support for users via phone, email, remote or onsite.
  • Provide support for hardware, networking, and application issues; escalate complex problems to the appropriate groups as needed.
  • Create, update, and maintain excellent documentation and notes within the appropriate system locations to provide efficient access to time critical information.
  • Provide suggestions with proactive suggestions as technologies evolve.
  • Manage client expectations providing excellent customer service.
  • Work closely with team members to prioritize critical issues.
  • Collaborate with team members and client contacts to assist with project-related work.
  • Provide proactive support based on ticket and support trends.
  • Be willing to provide onsite support for clients as needed.

Work Environment
This role operates in a professional office environment both at RJ Young and client locations. This role routinely uses standard office equipment such as computers, phones, etc.
Physical Demands
Requires prolonged sitting and some bending, stooping, and stretching. Must be able to lift IT related items for client support, projects, or implementation.
Position Type/Expected Hours of Work
  • Full time job, normally 40 hours per week.
  • Occasional after-hours may be required for critical client issues.
  • Occasional weekend or evening work required for some projects not to conflict with the client's office work schedules.

Travel
  • Occasional travel may be required on an as needed basis.

Required Education and Experience
  • High school diploma.
  • Understanding of technology configurations and installation/project experience.
  • Understanding of IT networking and security.
  • Minimum 2 years of experience working on a service desk or similar role.

Preferred Education and Experience
  • CompTIA A+ certification.
  • Previous experience with a support or ticketing tool.
  • Previous experience working as a support resource in a technical capacity, in front of and with clients.

AAP/EEO Statement
RJ Young provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other Duties
Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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