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Escalation Management Jobs in Indiana (NOW HIRING)

Salesforce, Inc.

Licensing Consultant

Indianapolis, IN · On-site

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 complex ...

Salesforce, Inc.

Licensing Consultant

Indianapolis, IN · On-site

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 complex ...

1 point system

Sr. OT Network Engineer

Princeton, IN · On-site

$98K - $134K/yr

Provide support for complex OT network incidents and problems, issue resolution, and escalation management. * Provide guidance on OT network security and access control policies. * Manage and ...

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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.

Customer Care Agent

Ashley Global Retail, LLC

Indianapolis, IN • On-site

$14.75 - $19.75/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 22 days ago

Ashley Furniture rating

6.1

Company rating: 6.1 out of 10

Based on 291 frontline employees who took The Breakroom Quiz

39th of 51 rated furniture manufacturers

Job description

For over 75 years, Ashley Furniture has been the largest home furnishings manufacturer, transforming homes worldwide. With our customer base continuously growing, we are expanding our reach by opening more stores to meet the increasing demand. Our dedication to quality, style, and affordability has solidified our reputation as a trusted and recognized brand worldwide.
Purpose at Ashley
Our Local Customer Care Agent is the operational backbone of our delivery ecosystem, supporting delivery recovery and customer communication across our Fulfillment Centers. These agents manage a demanding multi-channel workload that includes serving as the primary point of contact for all "hot" deliveries-any delivery that was not landed 100% and requires customer recovery. The team also manages our VIP process, which includes inspecting products and sending photos to customers to help manage expectations. Additionally, Customer Care Agents handle sending time frame communication, managing complex cases, communicating with customers regarding delivery complications at load out, supporting retail store teams, and maintaining proactive customer communication throughout the delivery and recovery journey.
What You'll Do
Delivery Recovery & Issue Resolution
  • Handle hot delivery recoveries by identifying and addressing immediate challenges on the delivery route.
  • Monitor active recoveries in real-time to ensure timely resolution of delivery delays or product issues.
  • Resolve delivery issues before customer escalation by proactively identifying potential problems and implementing solutions.
  • Coordinate with Regional Fulfillment Centers (RFCs) to arrange same-day and next-day recovery deliveries.
  • Track recovery requests accurately across various RFC-specific systems and databases.
  • Notify customers promptly of any delivery issues or delays discovered during the load-out or routing process.
  1. VIP & Escalation Support
  • Provide elevated, white-glove service for VIP customers and complex, high-priority orders.
  • Handle escalated delivery issues with empathy, professionalism, and a focus on immediate resolution.
  • Coordinate closely with Store Operations and RFC personnel to align on solutions for escalated cases.
  • Process recovery requests strictly within established response time windows to minimize customer wait times.
  • Navigate multiple systems simultaneously, including Package AI, Storis, and Salesforce, to track orders and document resolutions.
  • Document VIP processes accurately while maintaining strict adherence to Standard Operating Procedures (SOPs).
  1. Cross-Functional Operations & Multi-Channel Support
  • Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.
  • Perform real-time problem-solving and make independent decisions to resolve logistical and customer service challenges.
  • Execute escalation management protocols effectively when issues exceed standard resolution parameters.
  • Maintain a proactive service model focused on issue prevention rather than just reaction.
  • Apply comprehensive knowledge of company return policies, exchange processes, and warranty claims to assist customers.
  • Demonstrate a strong understanding of delivery logistics, routing, and recovery operations.
  1. Store & Customer Partnership
  • Serve as the critical link between retail stores and customers, ensuring unresolved issues are addressed with expert attention.
  • Restore customer confidence and provide world-class experiences, especially in situations where service gaps have occurred.
  • Own every customer issue from start to finish, demonstrating an unwavering commitment to exceptional service and follow-through.
  • Complete any additional tasks or special projects assigned by management to support operational goals.
  • Complete any additional tasks assigned by management.

What You Bring
  • Legally authorized to work in the US
  • At least 18 years old
  • 1-2 years' experience in fast-paced environments, bilingual preferred
  • Excellent phone etiquette, while expressing patience and professionalism with a customer-focused mindset
  • Strong problem-solving skills, attention to detail while working in a fast-paced environment
  • Experience with chat, phone and email support; including proficient in computer systems and programs such as Microsoft office and CRM systems
  • Maintain reliable attendance
  • Thrive in a team environment

What's In It for You
When you join us, you are eligible to participate in our comprehensive benefits programs, which include:
  • Extended health, dental benefits, and vision insurance
  • Employee Discount from 10% - 30%
  • Life/Disability Insurance
  • Flex Spending Account
  • 401K
  • Paid Time Off

Ashley values its diversity and is proud to be an equal opportunity employer. All employment decisions are made on the basis of an individual's skills, qualifications, merit, and business needs.
To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page: Corporate Social Responsibility

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