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Escalation Advisor Jobs (NOW HIRING)

Quest Diagnostics

HRSC Advisor II

Tampa, FL · On-site

The Advisor II is a training and escalation resource on their assigned team and will be responsible for handling advanced processes. Responsibilities In addition to performing all the duties of the ...

University of Mississippi

Academic Advisor II

Oxford, MS

$46K - $70K/yr

Provide direction and supervision to Advisor I. * Receives, processes and responds to academic ... escalation due to complexity. * Serves as a main point of contact for students who pose retention ...

New

OneSource Virtual

Garnishment Support Advisor

OR · Remote

The Advisor owns complex escalations, agency coordination, onboarding audits, regulatory reporting, and specialized billable services that fall outside the standard production workflow.

OneSource Virtual

Garnishment Support Advisor

OR · Remote

The Advisor owns complex escalations, agency coordination, onboarding audits, regulatory reporting, and specialized billable services that fall outside the standard production workflow.

nLeague

Consultant

Atlanta, GA · On-site

Serve as point of escalation, advisement, and coaching for technical issues encountered on a day-to-day basis by the BSA and DBA teams supporting PSJ applications. * Serve as SME and partner for AIM ...

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How much do escalation advisor jobs pay per hour?

As of Jun 10, 2026, the average hourly pay for escalation advisor in the United States is $25.93, according to ZipRecruiter salary data. Most workers in this role earn between $18.51 and $29.81 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as an Escalation Advisor, and why are they important?

To thrive as an Escalation Advisor, you need strong problem-solving abilities, in-depth product or service knowledge, and experience in customer service or technical support roles. Familiarity with CRM systems, ticketing platforms like Zendesk or Salesforce, and sometimes ITIL certifications are commonly required. Exceptional communication, emotional intelligence, and conflict resolution skills help you manage tense situations and reassure customers. These skills ensure prompt, professional handling of complex issues, protecting customer satisfaction and maintaining the company's reputation.

How does an Escalation Advisor typically collaborate with other departments to resolve complex customer issues?

As an Escalation Advisor, you will regularly work cross-functionally with teams such as Customer Support, Technical Support, Product, and Operations. Your role involves gathering detailed information from front-line agents, coordinating with subject matter experts, and facilitating communication between departments to ensure timely and effective resolution of high-priority cases. Strong collaboration and communication skills are essential, as you'll often act as a liaison, keeping both customers and internal stakeholders updated throughout the escalation process.

What is the difference between Escalation Advisor vs Customer Support Specialist?

AspectEscalation AdvisorCustomer Support Specialist
Required credentialsTechnical knowledge, certifications in support or ITCustomer service skills, basic technical knowledge
Work environmentHigh-pressure, problem-solving focused, often in technical or IT sectorsCustomer interaction, troubleshooting, general support roles
Employer and industry usageTech companies, IT service providers, SaaS firmsRetail, telecom, tech, and service industries

Escalation Advisors focus on resolving complex technical issues and escalate cases when necessary, requiring specialized knowledge. Customer Support Specialists handle general customer inquiries and basic troubleshooting. While both roles involve customer interaction, Escalation Advisors typically work in more technical environments and handle more complex problems.

What are Escalation Advisors?

Escalation Advisors are professionals who handle complex or unresolved customer issues that have been elevated beyond standard support channels. They act as the main point of contact for sensitive cases, working to resolve problems efficiently and with a high level of customer care. Escalation Advisors coordinate with various internal teams, analyze the root causes of issues, and ensure that solutions are provided in a timely manner. Their goal is to restore customer satisfaction and prevent similar problems in the future.
More about Escalation Advisor jobs
What job categories do people searching Escalation Advisor jobs look for? The top searched job categories for Escalation Advisor jobs are:
Escalation Advisor jobs near you
HRSC Advisor II

HRSC Advisor II

Quest Diagnostics

Tampa, FL • On-site

Full-time

Posted 3 days ago

ExamOne rating

6.2

Company rating: 6.2 out of 10

Based on 8 frontline employees who took The Breakroom Quiz

88th of 103 rated laboratories

Job description

Job Description
This Advisor II supports the HRSC in an assigned functional area by supporting employee inquiries and internal processes to ensure a positive experience and efficient, accurate resolution. The Advisor II is a training and escalation resource on their assigned team and will be responsible for handling advanced processes.
Responsibilities
In addition to performing all the duties of the HRSC Advisor role for their assigned function at an expert level, the HRSC Advisor II is responsible for performing the following duties for their assigned function:
HRSC Service Desk
  • Serves as an escalation point and training resource on the team in areas where they are a subject matter expert.
    • Responsible for resolving more complex issues and maintaining accurate records of all interactions.
    • Supports team leaders with tasks such as providing chat support, developing resource materials, and monitoring phone queue activity as needed.
      HRSC Payroll Service Desk
      • Responsible for handling incoming calls primarily associated with payroll specific transactions.
      • Serves as a subject matter expert for payroll requests including garnishments inquiries, WFC corrections, payroll element adjustments, direct deposit entry and tax questions.
      • Provides guidance for the team for more complex payroll inquiries and acts as an escalation point.
      • Supports leader with developing payroll resource materials and training team members.
        HRSC Employee Lifecycle
        • Responsible for executing a variety of complex processes as it relates to supporting employees through their entire lifecycle.
        • Acts as an escalation point on the team and training resource to junior and new employees.
        • Collaborates at a high level with limited supervision with both internal and external stakeholders, including Legal, Payroll, HR Business Partners, and vendors, to ensure accurate and timely processing of requests.
          HRSC Preboarding
          • Performs advanced tasks to include Offer Letter Signed/Accepted Report (OLS) processing, pending worker conversions, and error report corrections.
          • May be designated as a senior point of contact for M&A activity, sign-on/referral bonus and escalations.
          • Acts a resource for HRSC colleagues regarding specialized Preboarding processes.

          • Serves as an escalation point on the team and training resource to junior and new employees.
  • Creates and maintains detailed, complete and accurate records of all interactions in HR Help Desk.
  • Collaborates with other teams, when necessary, to ensure effective and timely problem resolution.
  • Provides education and guidance to customers about available tools and resources.
  • Maintains privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and company policies and procedures.
  • May perform work on special projects as determined by Supervisor.
  • Consistently meets or exceeds productivity and quality standards.
  • Resolves complex issues and performs key tasks to ensure adherence to the established HRSC Service Level Agreements.
  • Ability to prioritize, problem solve and apply critical thinking skills for transactions and tasks.
  • Offers suggestions to improve transaction processing, resource materials and training documents.

Performs other duties as assigned or requested.
Qualifications
  • 2-3 years of Human Resources or Call Center experience
  • Previous experience supporting payroll activities
  • Successful completion of a professional development program within the last 18 months
  • Performance Rating of Fully Meets or better for the last 2 years
  • No corrective actions for the last 18 months

Preferred Work Experience:
HR Shared Services experience
Physical and Mental Requirements:
Routinely required to sit for long periods of time
Knowledge:
MS Office
Skills:
Strong Communication Skills - Written and Verbal
About the Team
Quest Diagnostics honors our service members and encourages veterans to apply.
While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.

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