ZipRecruiter

Log In

1

Escalation Resolution Specialist Jobs (NOW HIRING)

LeafHome

Resolution Specialist

Hudson, OH

S. and Canada, with continued expansion Position Summary The Resolution Specialist is responsible ... Review, investigate, and resolve high risk or escalated customer disputes in accordance with ...

LeafHome

Resolution Specialist

Hudson, OH · On-site

S. and Canada, with continued expansion Position Summary The Resolution Specialist is responsible ... Review, investigate, and resolve high risk or escalated customer disputes in accordance with ...

Hearst

Account Resolution Specialist

Troy, MI

$13.75 - $19/hr

At MOTOR Information Systems, we're looking for an Account Resolution Specialist to play a critical ... Experience with de-escalation techniques and turning dissatisfied customers into retained accounts

Hearst Newspapers

Account Resolution Specialist

Troy, MI · On-site

$13.75 - $19/hr

At MOTOR Information Systems, we're looking for an Account Resolution Specialist to play a critical ... Experience with de-escalation techniques and turning dissatisfied customers into retained accounts

Hearst Newspapers

Account Resolution Specialist

Troy, MI · On-site

$13.75 - $19/hr

At MOTOR Information Systems, we're looking for an Account Resolution Specialist to play a critical ... Experience with de-escalation techniques and turning dissatisfied customers into retained accounts

Hearst Newspapers

Account Resolution Specialist

Troy, MI · On-site

$13.75 - $19/hr

At MOTOR Information Systems, we're looking for an Account Resolution Specialist to play a critical ... Experience with de-escalation techniques and turning dissatisfied customers into retained accounts

next page

Showing results 1-20

All JobsEscalation Resolution Specialist Jobs

Escalation Resolution Specialist information

See salary details

$13

$28

$55

How much do escalation resolution specialist jobs pay per hour?

As of Aug 26, 2026, the average hourly pay for escalation resolution specialist in the United States is $28.72, according to ZipRecruiter salary data. Most workers in this role earn between $18.99 and $36.06 per hour, depending on experience, location, and employer.

What does an escalation resolution specialist do?

An Escalation Resolution Specialist handles complex customer issues that frontline support teams are unable to resolve. They analyze escalated cases, coordinate with various departments, and ensure that customer concerns are addressed promptly and effectively. Their role often involves problem-solving, clear communication, and ensuring customer satisfaction while adhering to company policies. Escalation Resolution Specialists also provide feedback to improve processes and prevent recurring issues.

What are some common challenges faced by escalation resolution specialists and how can they be effectively managed?

Escalation Resolution Specialists often encounter complex or emotionally charged issues that require both technical expertise and strong interpersonal skills. One common challenge is balancing company policies with the need to deliver a positive customer experience, especially when solutions are not straightforward. Effective management involves active listening, clear communication, and collaboration with other departments to resolve issues efficiently. Staying organized and maintaining thorough documentation also helps ensure timely and accurate resolutions. Ongoing training and support from the team can further aid in managing these challenges.

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

To thrive as an Escalation Resolution Specialist, you need strong problem-solving abilities, in-depth knowledge of company products or services, and experience in customer service or conflict resolution roles. Familiarity with CRM systems, ticketing platforms, and sometimes relevant certifications in customer support or complaint management are commonly required. Exceptional communication, patience, and emotional intelligence help you de-escalate tense situations and build trust with customers. These skills ensure swift, effective resolution of complex issues, maintaining customer satisfaction and protecting the company's reputation.

What is the difference between Escalation Resolution Specialist vs Customer Service Representative?

AspectEscalation Resolution SpecialistCustomer Service Representative
Primary RoleHandles complex customer issues and escalations to ensure resolutionProvides general customer support and assistance for routine inquiries
Required SkillsProblem-solving, conflict resolution, advanced communicationActive listening, basic communication, product knowledge
Work EnvironmentHigh-pressure, problem-solving focused, often in call centers or support teamsCustomer-facing, transactional, often in retail or call centers
CertificationsCustomer service or conflict resolution certifications beneficialBasic customer service training typically sufficient

The main difference is that Escalation Resolution Specialists handle complex, high-level customer issues requiring advanced problem-solving skills, while Customer Service Representatives manage routine inquiries. The specialist role involves more in-depth resolution and often requires specific certifications, making it more specialized within customer support teams.

More about Escalation Resolution Specialist jobs

What job categories do people searching Escalation Resolution Specialist jobs look for?

The top searched job categories for Escalation Resolution Specialist jobs are:

Escalation Resolution Specialist jobs near you
Infographic showing various Escalation Resolution Specialist job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 85% Full Time, 12% Part Time, and 2% Contract. Highlights an 79% Physical, 2% Hybrid, and 19% Remote job distribution, with an average salary of $59,736 per year, or $28.7 per hour.

Account Resolution Specialist Mon-Fri 8am-5pm

Memphis, TN • On-site

VRC Companies Careers
See more jobs at VRC Companies Careersexternal

$19/hr

Full-time

This job post has expired 6 days ago. Applications are no longer accepted.

Job description

Description:

Hourly Pay $19.00


Position Summary:

The Account Resolution Specialist reports to the Senior Account Resolution Specialist and is responsible for high-volume outbound collections to improve cash flow and reduce DSO. This role owns proactive customer outreach through calls, emails, and written follow-ups to resolve delinquent balances across a large, diverse customer portfolio.

The ideal candidate is results-driven, persistent, and comfortable managing frequent outbound customer contact in a fast-paced environment. This includes helping to improve the Company’s cash collections and DSO metrics. The Account Resolution Specialist will work closely with the AR Invoicing and Cash Applications teams in providing the best experience to all customers.


Key Responsibilities

· Perform high-volume daily outbound collection calls, emails, and follow-ups

· Manage an assigned portfolio of accounts with a focus on aged receivables (more than 30, more than 6060, less than 90 days)

· Drive timely resolution of unpaid balances through structured follow-up and escalation

· Apply collection tools including dunning letters, skip tracing, and escalation procedures

· Partner with Sales, Field Operations, and Customer Service to resolve billing issues and payment delays

· Monitor account status and document collection activity accurately in systems

· Participate in monthly aging and performance reviews with leadership

· Identify trends, risks, and opportunities to improve collections outcomes





Requirements:

Qualifications

· 2+ years of experience in high-volume collections, accounts receivable, or customer-facing financial roles

· Proven ability to manage large portfolios and frequent outbound customer contact

· Strong communication, negotiation, and problem-solving skills

· Results-oriented self-starter with the ability to prioritize and meet deadlines

· Comfortable working in a metrics-driven environment

· Proficiency in Microsoft Office (Excel, Outlook, PowerPoint)


Education and Training

Roles at this level require a college degree or a minimum of 2 years of related professional experience