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Escalation Resolution Specialist Jobs (NOW HIRING)

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 ...

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 ...

Hearst

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

$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

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

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Escalation Resolution Specialist information

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How much do escalation resolution specialist jobs pay per hour?

As of Aug 29, 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.

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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.

Resolution/Escalation Specialist

Sunrise, FL • On-site

Choice Home Warranty
Real Estate • 501 - 1,000 employees
Learn more about Choice Home Warrantyexternal

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 3 days ago

New

Job description

Resolution/Escalations Specialist needed at Choice Home Warranty "ON SITE "
Exciting opportunities now available for EXPERIENCED Escalations, Resolution Specialist. We are expanding our team and recruiting motivated and professional individuals. The ideal candidate will have experience detailing customer account information and following established policies and procedures to review individual warranty claims. Must be extremely organized, have great communication skills, and the ability to work effectively, independently, and as part of a team!
Responsibilities:
  • Develop, investigate, analyze and execute plan of action for pending appeals on claims to determine coverage and eligibility; utilize and manage resources
  • Prioritize and review new appeals on claims; initial review to identify any missing information prior to submission in order to expedite the claim outcome
  • Provide excellent customer service while still maintaining regulatory standards; professionally communicate claim status and decisions both verbally and in writing
  • Act as primary contact for all claim case processing
  • Maintains ownership of cases during the appeal process; reviews case on a routine basis;
  • Communicate with team regarding case processing issues and discuss resolution as necessary
  • Perform all other duties as assigned by supervisor
  • This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.

Required Skills and knowledge:
  • Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
  • Demonstrated history of relationship management process
  • Commitment to providing high level customer service
  • Able to work independently and enjoy a high degree of interaction with team members
  • Ability to contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior and effort to achieve goals and objectives
  • Self-motivated and driven
  • Maintain a sense of urgency and ability to work with and meet deadlines
  • Demonstrate effective written and verbal communication, including the ability actively listen, and problem solve with minimal assistance
  • Demonstrates excellent time management and prioritization skills
  • Attention to detail and commitment to a high level of accuracy
  • The ability to multi task, prioritize, work independently, and use discretion surrounding sensitive information
  • Ability to maintain a professional demeanor and positive attitude
  • Ability to learn new concepts quickly and be open to feedback
  • Results driven with strong problem solving and analytical skills

Education and Experience:
  • College degree or the recognized equivalent in education and experience preferred
  • 2 years of claims related experience in insurance industry preferred

Benefits of working for Choice Home Warranty:
Rapid and diverse growth opportunities; a strong and supportive management staff; fun work environment; award and recognition programs; health, vision and dental benefits; paid time off; 401k
Compensation structure: Competitive Salary with monthly bonus incentive
Our Mission is to provide property owners with peace of mind by offering high quality, easy and affordable ways to protect their most valuable asset - their home
About Choice Home Warranty:
Founded in 2008, Choice Home Warranty is the fastest growing privately owned home warranty company in the nation, consistently earning placement on the Inc. 5000 list for the last six years. As we grow, we continue to seek out passionate, driven professionals who share our mission, vision and core values - people looking to bring their insight and abilities to an organization that values intelligence, ingenuity, integrity, and the pursuit of excellence.
Our success is due to the high level of professionalism, dedication, and genuine concern that our Customer Service Representatives provide to each customer that has allowed us to flourish so rapidly. As a company, we recognize the importance of this team and will only consider candidates that possess the same drive and work ethic.

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