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Escalation Agent Jobs (NOW HIRING)

ASK Consulting

Escalation Specialist

Plano, TX · On-site

Roles Responsibilities • Escalation Handling: - Collaborate with dedicated BPO Agent Support, Field Operations, Product Support, GPCA, Business Center, ENR and Sales teams to resolve complex ...

Streamlit

Manager, Escalation Management

Manager Of Global Escalation Management At Snowflake, we are powering the era of the agentic ... Be the agent of change for new business processes, technology, and transformation * Lead by example ...

Snowflake Computing

Manager, Escalation Management

As a Manager of Escalation Management, you will help our customers achieve their business goals by ... Be the agent of change for new business processes, technology, and transformation * Lead by example ...

Twilio

Staff, Escalation Manager

The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive ... Be the change agent, go-to person, subject matter expert for the team * Coaching & Mentoring:

Twilio

Staff, Escalation Manager

Be the change agent, go-to person, subject matter expert for the team * Coaching & Mentoring ... Queue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify ...

Koalafi

Customer and Merchant Advocacy III Agent

Richmond, VA · On-site

$15.25 - $20.50/hr

Escalation Handling & Agent Support: * Serve as the senior escalation resource for CMAT agents-taking ownership of complex, high-risk, or policy-sensitive situations that exceed standard agent scope ...

Murphy USA

Customer Care Agent I

El Dorado, AR · On-site

$13.75 - $18.50/hr

Customer Care Agent I | Murphy Oil USA The Customer Care Agent will provide direct customer support ... Provide escalated point of contact for field personnel or other departments. * Interact with ...

Murphy Oil USA

Customer Care Agent I

El Dorado, AR · On-site

$13.75 - $18.50/hr

... of escalation. Prospective agent(s) will model the Murphy USA's core competencies and principles and deliver outstanding customer service. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Answer inbound ...

Murphy Oil

Customer Care Agent I

El Dorado, AR · On-site

$13.75 - $18.50/hr

... of escalation. Prospective agent(s) will model the Murphy USA's core competencies and principles and deliver outstanding customer service. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Answer inbound ...

Murphy USA

Customer Care Agent I

El Dorado, AR · On-site

$13.75 - $18.50/hr

... of escalation. Prospective agent(s) will model the Murphy USA's core competencies and principles and deliver outstanding customer service. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Answer inbound ...

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Escalation Agent information

What is an escalation agent?

Escalation Agents are customer service professionals who handle complex or difficult cases that require specialized attention beyond standard support. They manage situations where initial support representatives are unable to resolve a customer's issue, often dealing with complaints, disputes, or urgent matters. Escalation Agents work to find satisfactory solutions, maintain customer satisfaction, and ensure issues are resolved promptly. Their role requires strong problem-solving, communication, and conflict-resolution skills.

How does an escalation agent typically collaborate with other departments to resolve complex customer issues?

As an Escalation Agent, you frequently act as a bridge between the customer and various internal teams, such as technical support, product management, and operations. You’ll gather detailed information from customers, coordinate with subject matter experts, and facilitate communication to ensure a swift and effective resolution. This role requires strong interpersonal skills and the ability to manage multiple stakeholders, as you’ll often need to advocate for the customer while balancing company policies. Regular meetings and status updates with other departments are common, making teamwork and clear communication crucial for success.

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

To thrive as an Escalation Agent, you need strong problem-solving abilities, in-depth product or service knowledge, and prior experience in customer support or conflict resolution. Familiarity with ticketing systems, CRM platforms, and escalation management tools is typically required, and industry certifications like ITIL can be advantageous. Exceptional communication, patience, and emotional intelligence help navigate complex situations and de-escalate frustrated customers. These skills and qualities are essential for efficiently resolving high-priority issues and maintaining customer trust.

What are popular job titles related to Escalation Agent jobs?

For Escalation Agent jobs, the most frequently searched job titles are:

Escalation Agent jobs near you

Escalation Specialist

Plano, TX • On-site

ASK Consulting
See more jobs at ASK Consultingexternal

Contractor

Posted 4 days ago

Job description

Description
Job Title
Escalation Specialist
Position Description
The Escalation Specialist plays a crucial role in ensuring the satisfaction of B2B channel customers by efficiently handling the most critical & urgent requests. The ES works closely with Retail and Builder Partner Care Account Managers and across various Client departments to ensure prompt resolution in a time sensitive environment. This role serves as the escalation point for 30 regional sales managers and 5 call center supervisors, supporting our largest repeat customers.
Roles Responsibilities
• Escalation Handling:
- Collaborate with dedicated BPO Agent Support, Field Operations, Product Support, GPCA, Business Center, ENR and Sales teams to resolve complex customer problems.
- Track dozens of specific cases from the time it reaches your attention thru final resolution (time varies from hours to weeks depending on the case).
• ERP System Expert:
- Past ERP experience desired, but more important is ability to ask questions, learn new tools, and seek answers that both quickly resolve current escalations and also prevent future escalations.
- Work across tables and databases to track repair history, exchange progress, system errors and limitations, and discover solutions that fit our customers needs and our policy restrictions.
- Daily and hourly track specific escalations thru GCIC, GSPN, Npass, NERP, SCM, GRMS, and CUP to discover what went wrong and correct the issue.
• Communication / Relationship mindset:
- Maintain clear and professional communication with dealers, builders, distributors, service providers, and sales.
- Treat the people you talk to as partners rather than tickets; become the reason B2B partners stay with Client.
- Behind every request is a person with a name, a job, a boss, and a deadline. When you treat them that way, everything changes - the tone of the call, how much they trust you, and how forgiving they are when something goes wrong.
- Provide timely status updates, keeping everyone in the loop on progress made and roadblocks encountered.
• Documentation / Quality Assurance:
- Record all customer escalations via MS SharePoint - detailing issue reported, actions taken, failure modes, and final resolution.
- Analyze trends in service escalations to recommend improved policy and process measures.
- Generate reports for management review with goal of continuously improving processes to enhance after-sale B2B service experience.
Skills
• High school diploma or equivalent (Bachelor's degree preferred).
• Previous experience in customer service, or warranty claims within the appliance industry.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Familiarity with appliance repair components and functionality is a plus.
Education
• High school diploma or equivalent (Bachelor's degree preferred).

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