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Escalation Management Jobs in Indiana (NOW HIRING)

Toyota

Contract Manager

Noblesville, IN · On-site

$83K - $111K/yr

Escalation Management * Serve as the escalation point for customer concerns, coordinating with internal teams to resolve issues promptly and effectively. * Leadership * Provide guidance and ...

Northern Base

ALM Techno Functional Lead

Columbus, IN · On-site

... escalation management. · Manage project communications, decision logs, meeting notes, delivery dashboards, and leadership-ready progress reporting. · Partner with solution architects, ALM SMEs ...

Salesforce, Inc.

Licensing Consultant

Indianapolis, IN · On-site

$110 - $160/hr

Deal Consultation & Escalation Management*** ### ****Guide the Deal Cycle:** Consult directly with Sales, Legal, and peers across P2C including Deal Desk, Sales Ops, and Provisioning, to structure ...

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Escalation Management information

What are the key skills and qualifications needed to thrive in escalation management?

To thrive in Escalation Management, a strong background in customer service, issue resolution, and analytical problem-solving is essential, often supported by experience in a relevant industry or technical field. Familiarity with CRM tools such as Salesforce or Zendesk, ticketing systems, and sometimes ITIL or similar certifications are commonly required. Exceptional communication, emotional intelligence, and conflict resolution skills help individuals excel in high-pressure situations. These abilities enable escalation managers to efficiently handle complex issues, maintain client satisfaction, and support overall organizational goals.

What is escalation management?

An Escalation Management job involves handling complex customer or internal issues that cannot be resolved through standard support channels. Escalation Managers assess the situation, coordinate with relevant teams, and implement solutions to resolve critical problems efficiently. They act as a bridge between customers, support teams, and upper management to ensure a smooth resolution process. Strong communication, problem-solving, and conflict-resolution skills are essential for this role.

What are the main challenges faced in an escalation management role, and how can I prepare for them?

One of the main challenges in Escalation Management is handling high-stress situations involving dissatisfied customers or urgent technical issues, often under tight deadlines. To prepare, it’s helpful to develop strong problem-solving abilities, practice clear and empathetic communication, and become comfortable working with cross-functional teams. You may frequently coordinate between technical staff, account managers, and clients to achieve timely resolutions. Familiarity with your company's products or services also goes a long way in effectively managing and resolving escalations. By proactively building these skills, you’ll be better equipped to handle the dynamic and fast-paced nature of this role.

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Escalation Management jobs near you
Infographic showing various Escalation Management job openings in Indiana as of August 2026, with employment types broken down into 1% As Needed, 81% Full Time, 15% Part Time, and 3% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution.

Escalation Call Center Agent- WellTrans

Professional Management Enterprises

Indianapolis, IN • On-site

$17 - $20/hr

Full-time

Re-posted 23 days ago

Job description

Description:

Location: Indianapolis, IN
Job Type: Full-Time

Shift: 10:00am-6:00pm
WellTrans NEMT is hiring Escalation Agents to support our growing call center. This role handles complex issues, urgent trip concerns, and calls that require advanced problem-solving. Escalation Agents work closely with internal teams to resolve service failures, support stranded members, and ensure a positive and safe experience for all.
ResponsibilitiesHandle escalated or urgent member and provider calls
De-escalate frustrated callers with professionalism and empathy
Investigate and resolve complex trip issues (delays, missed trips, safety concerns)
Coordinate with Routing, Dispatch, Provider Relations, and leadership
Provide real-time follow-up and complete accurate documentation
Identify when formal complaints must be submitted through the correct channels
Support Member Advocates with questions related to escalation criteria
Why Join WellTransGrowing statewide NEMT leader
Opportunities for advancement
Supportive leadership and team environment
Meaningful work helping members access essential care
Requirements:Requirements
  • At least 5 years of customer service experience with at least 3 years in a call center setting
  • Strong de-escalation and problem-solving skills
  • Excellent communication and documentation abilities
  • Ability to stay calm under pressure and manage high-severity situations
  • Must work on-site (no remote options)