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Escalation Manager Jobs in Delaware (NOW HIRING)

F.H. Furr

Call Center Manager (On-Site)

Georgetown, DE · On-site

$70K - $100K/yr

The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations ...

F.H. Furr

Call Center Manager (On-Site)

Georgetown, DE · On-site

$100K/yr

The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations ...

F.H. Furr

Call Center Manager (On-Site)

Georgetown, DE · On-site

$70K - $100K/yr

The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations ...

The Chemours Company

IT Program Manager

Wilmington, DE · On-site

$112K - $113K/yr

Manage a portfolio of programs and projects aligned to business and enterprise strategy, ensuring ... Serve as the first escalation point above the project level and support risk and issue triage at ...

The Chemours Company

IT Program Manager

Wilmington, DE

$112K - $113K/yr

Manage a portfolio of programs and projects aligned to business and enterprise strategy, ensuring ... Serve as the first escalation point above the project level and support risk and issue triage at ...

EcoShield

General Manager

New Castle, DE · On-site

$85K - $105K/yr

Manage customer escalations, employee relations matters, and operational challenges, ensuringtimelyresolution whilemaintaininghigh service standards and customer satisfaction. * Handle escalated ...

EcoShield

General Manager

New Castle, DE · On-site

$85K - $105K/yr

Manage customer escalations, employee relations matters, and operational challenges, ensuring timely resolution while maintaining high service standards and customer satisfaction. * Handle escalated ...

M&T Bank

Branch Manager

New Castle, DE

Manages all activities of a branch. Responsible for the overall success of the branch operating ... Provide coaching and guidance to improve and reduce future problem resolution/escalations.

M&T Bank

Branch Manager

New Castle, DE · On-site

Manages all activities of a branch. Responsible for the overall success of the branch operating ... Provide coaching and guidance to improve and reduce future problem resolution/escalations.

DEW Softech Inc

Project Manager

Newark, DE · On-site

... issue identification, escalation, and resolution * Coordinate across technical leads ... Manage organizational change management activities including impact assessments, training strategy ...

McDonald's

Assistant General Manager

Newark, DE · On-site

Handle escalated customer concerns with professionalism and empathy, leading effective customer ... Manage inventory, cash control, and operational systems to support profitability * Promote a ...

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All JobsEscalation JobsEscalation Manager JobsEscalation Manager Jobs in Delaware

Escalation Manager information

See Delaware salary details

$24.5K

$59.6K

$116.1K

How much do escalation manager jobs pay per year?

As of Aug 10, 2026, the average yearly pay for escalation manager in Delaware is $59,576.00, according to ZipRecruiter salary data. Most workers in this role earn between $42,000.00 and $68,600.00 per year, depending on experience, location, and employer.

What skills and qualifications are needed to be an escalation manager?

To thrive as an Escalation Manager, you need expertise in problem-solving, conflict resolution, and customer service, often supported by experience in technical support or operations management. Familiarity with CRM platforms (like Salesforce), ticketing systems, and possibly ITIL certification is highly beneficial. Exceptional communication, emotional intelligence, and the ability to remain calm under pressure are standout soft skills for this role. These skills ensure escalated issues are resolved efficiently, maintaining customer satisfaction and protecting the company’s reputation.

What does an escalation manager do?

An Escalation Manager is responsible for handling and resolving complex customer issues that cannot be solved through standard support processes. They act as the main point of contact for escalated problems, coordinating with various teams to find solutions quickly and efficiently. Escalation Managers analyze the root causes of recurring issues, implement process improvements, and ensure customer satisfaction by providing timely updates and resolutions. This role requires strong problem-solving skills, communication abilities, and experience in customer service or technical support environments.

What is the difference between Escalation Manager vs Customer Support Manager?

AspectEscalation ManagerCustomer Support Manager
CredentialsTypically requires experience in customer service, conflict resolution, and industry-specific knowledgeRequires customer service experience, leadership skills, and often a relevant degree
Work EnvironmentHandles high-priority issues, often in a fast-paced support or technical environmentOversees support teams, manages customer satisfaction, and improves support processes
Industry UsageCommon in tech, telecom, and service industries where issue escalation is frequentWidely used across retail, tech, and service sectors to manage support teams

The main difference is that an Escalation Manager focuses on resolving complex or urgent customer issues, often involving technical or high-stakes problems, while a Customer Support Manager oversees the overall support team and customer satisfaction. Both roles require strong communication skills and industry knowledge but differ in scope and focus.

How does an escalation manager collaborate with technical support and product teams to resolve complex customer issues?

An Escalation Manager works closely with both technical support and product teams to ensure that high-priority customer issues are addressed promptly and effectively. They serve as a central point of contact, coordinating between departments to gather necessary information, prioritize tasks, and communicate updates. By facilitating clear communication and aligning resources, Escalation Managers help prevent delays and ensure that solutions are technically sound and meet customer expectations. This collaborative approach not only resolves issues faster but also helps identify and address root causes to prevent future problems.
What are the most commonly searched types of Escalation jobs in Delaware? The most popular types of Escalation jobs in Delaware are:
What are popular job titles related to Escalation Manager jobs in Delaware? For Escalation Manager jobs in Delaware, the most frequently searched job titles are:
What job categories do people searching Escalation Manager jobs in Delaware look for? The top searched job categories for Escalation Manager jobs in Delaware are:
What cities in Delaware are hiring for Escalation Manager jobs? Cities in Delaware with the most Escalation Manager job openings:
Escalation Manager jobs near you
Infographic showing various Escalation Manager job openings in Delaware as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 84% Physical, 3% Hybrid, and 13% Remote job distribution, with an average salary of $59,576 per year, or $28.6 per hour.

Call Center Manager (On-Site)

F.H. Furr

Georgetown, DE • On-site

$70K - $100K/yr

Full-time

Posted 13 days ago

F.H. Furr rating

6.6

Company rating: 6.6 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

200th of 278 rated repair and maintenance companies

Job description

 
Call Center Manager (Onsite – Georgetown, DE)Position Summary

F.H. Furr is seeking an experienced Call Center Manager to lead and develop a team of customer service and booking agents in Georgetown, Delaware. This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment bookings, supporting day-to-day contact center operations, and ensuring alignment with our Plumbing, HVAC, and Electrical service teams. The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to deliver outstanding results for homeowners across our service areas. F.H. Furr provides residential plumbing, heating, cooling, and electrical services throughout the Mid-Atlantic region and is headquartered in Manassas, VA.

Key ResponsibilitiesTeam Leadership & Performance Management
  • Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
  • Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
  • Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
  • Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
  • Support onboarding and training of new hires while reinforcing F.H. Furr's customer-first culture.
Customer Experience & Escalation Management
  • Manage escalated customer concerns and ensure timely, professional resolution.
  • Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
  • Review customer feedback, surveys, and membership-related interactions to enhance the overall customer experience.
  • Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.
Contact Center Operations
  • Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
  • Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
  • Assign and maintain agent skill groups and routing configurations.
  • Generate and analyze daily, weekly, and monthly operational reports.
  • Track and communicate key performance metrics to leadership.
Cross-Functional Partnership
  • Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness.
  • Support coordination between the contact center and field teams to ensure seamless customer experiences.
  • Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.
Administrative & Compliance Responsibilities
  • Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
  • Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
  • Maintain accurate documentation related to coaching, performance management, and employee development.
  • Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.
What We're Looking For
  • Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
  • Strong coaching, communication, and employee development skills.
  • Experience managing KPIs, service levels, conversion metrics, and quality performance.
  • Ability to analyze operational data and drive continuous improvement.
  • Strong problem-solving and escalation management capabilities.
  • Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
  • Ability to thrive in a fast-paced, high-volume service organization.
  • HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience strongly preferred.
Success Measures
  • Service Level Achievement
  • Appointment Booking & Conversion Rates
  • Customer Satisfaction (CSAT)
  • Quality Assurance Scores
  • Membership Performance & Retention
  • Agent Productivity, Utilization & Adherence
  • Attendance, Engagement & Retention
  • Escalation Resolution Effectiveness
  • Coaching & Employee Development Outcomes
  • Payroll Accuracy & Operational Compliance
Work Location

Onsite – Georgetown, DE (F.H. Furr Delaware Location)

Join a trusted industry leader and play a key role in delivering exceptional service experiences while supporting the growth and success of F.H. Furr's Plumbing, HVAC, and Electrical business.

F.H. Furr may conduct a pre-employment background check and drug test, subject to applicable law.


USD $70,000.00/Yr.
USD $100,000.00/Yr.

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