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Customer Escalation Representative Jobs (NOW HIRING)

Opticall BPO

Escalations Representative

Buffalo, NY

$15 - $19.25/hr

Summary/Objective: The Opticall BPO Escalations Representative is a vital position within the ... From support to the RVPs, Managers, and stores to ensure customer satisfaction and protect our ...

Wells Fargo

Escalations Representative

Charlotte, NC · Hybrid

Support internal and external customers with inquiries and complaints regarding financial products ... There is emphasis on proactive monitoring, governance, risk identification and escalation, as well ...

Wells Fargo

Escalations Representative

Roanoke, VA · On-site

$15.75 - $19.50/hr

Support internal and external customers with inquiries and complaints regarding financial products ... There is emphasis on proactive monitoring, governance, risk identification and escalation, as well ...

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How much do customer escalation representative jobs pay per hour?

As of Aug 20, 2026, the average hourly pay for customer escalation representative in the United States is $18.80, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.91 per hour, depending on experience, location, and employer.

What does a customer escalation representative do?

A Customer Escalation Representative is responsible for handling complex or unresolved customer issues that have been escalated from frontline support teams. They work to address high-priority complaints, provide solutions, and ensure customer satisfaction by investigating problems thoroughly and communicating effectively. Their goal is to resolve issues efficiently, maintain positive customer relationships, and prevent future problems by identifying trends and recommending improvements. This role often requires strong problem-solving, communication, and conflict resolution skills.

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

Customer Escalation Representatives often work closely with teams such as technical support, product development, and account management to resolve customer concerns that require specialized knowledge or authority. Collaboration might involve gathering detailed information from the customer, coordinating with technical experts to troubleshoot issues, and communicating updates to both the customer and internal stakeholders. This cross-functional teamwork ensures that escalated issues are resolved efficiently and customers receive comprehensive solutions. Building strong relationships with colleagues in other departments is key to success in this role.

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

To thrive as a Customer Escalation Representative, you need strong problem-solving abilities, deep product or service knowledge, and experience in customer service, often supported by a relevant degree or training. Familiarity with customer relationship management (CRM) systems, ticketing platforms, and communication tools is typically required. Exceptional interpersonal skills, patience, and conflict resolution abilities help you stand out in this role. These skills and qualities are crucial for resolving complex customer issues effectively and maintaining brand reputation.

What is the difference between Customer Escalation Representative vs Customer Service Associate?

AspectCustomer Escalation RepresentativeCustomer Service Associate
CredentialsHigh school diploma; experience in conflict resolutionHigh school diploma or equivalent; basic customer service skills
Work EnvironmentHandling complex issues, often in a call center or support teamResponding to general customer inquiries, in retail or call centers
Employer & IndustryTech, telecom, retail companiesRetail, hospitality, telecom, and service industries

The Customer Escalation Representative focuses on resolving complex or escalated customer issues, often requiring specialized problem-solving skills. In contrast, the Customer Service Associate handles routine inquiries and provides general support. Both roles are essential in customer support teams but differ in complexity and scope.

Is remote customer escalation representative a stressful job?

A remote customer escalation representative often handles complex or dissatisfied customer issues, which can be stressful due to high emotional demands and the need for strong communication skills. The role requires patience, problem-solving abilities, and the ability to manage difficult interactions, but workload and company support can influence stress levels.
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Customer Escalation Representative jobs near you

Part-Time Customer Escalation Representative

Corestream

Tampa, FL • On-site

$15 - $20.25/hr

Part-time

Re-posted 11 days ago

Job description

Part-Time Customer Escalation Representative
Hybrid / Customer Support / Part-Time (evening hours)
Corestream is seeking a Part-Time Customer Escalation Representative to ensure all customer inquiries and needs are addressed promptly and professionally. In this role, you will be responsible for delivering efficient and courteous service by managing, coordinating, and overseeing specific customer programs and processes. If this sounds like you, read on...
Location: Corestream is headquartered in Tampa, FL. This is a hybrid role, requiring time in the office at least one day per week.
Responsibilities:
  • Heavy phone use to answer customer inquiries with a high degree of accuracy, efficiency and courtesy
  • Requires a significant amount of computer data entry and navigation
  • The ability to establish and maintain good relations with customers by providing courteous, efficient and professional service is a must
  • Displays a positive attitude to ensure customer satisfaction
  • Follows quality system procedures and processes
  • Recognize, research, isolate and resolve customer inquiries
  • Type and enter information into a database while a customer is speaking
  • Must be able to provide clear, concise ticket documentation
  • Reviews and updates information in an internal data system
  • Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers
  • Set appropriate expectations when calls cannot be handled immediately and follow through to completion

Recipe for Success:
  • A High School Diploma required
  • An active 2-15 Life, Health and Variable Annuity License is required, or the ability to obtain the license within three (3) months of hire.
  • 2+ years of experience working in a call center environment
  • Good written and verbal communication skills are essential
  • Excellent telephone skills: position communicates with many individuals, both internally and externally
  • Must have the demeanor and temperance to work effectively in a customer service and fast paced environment
  • Collaborative team player
  • Effective problem-solving skills, exceptional organizational and multitasking abilities
  • Excellent decision-making skills and ability to perform complicated tasks, attention to detail
  • Basic knowledge of Microsoft applications, especially Word and Excel

Corestream is a fast-growing, cutting-edge financial and benefits technology company. We are an industry leader in the delivery of Voluntary Benefits; our proprietary software is the engine for large, Fortune-500 companies to easily and cost-effectively offer unlimited Voluntary Benefits to its employees through payroll deduction.
We have a driven, flexible, and fun team and offer competitive compensation and benefit packages. Although we are over ten years old, we still have a "start-up" culture and when we are in the office we have a casual dress code, free snacks and beverages, and Wednesday lunches are on the house.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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