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Escalation Resolution Specialist Jobs (NOW HIRING)

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

$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 Television

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

$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

WebTPA

Client Resolution Specialist

San Antonio, TX · On-site

The Client Resolution Specialist is an entry level position that maintains responsibilities similar ... Provide expert level of assistance to members who have complex or escalated issues that have not ...

Guidewell

Client Resolution Specialist

San Antonio, TX · On-site

The Client Resolution Specialist is an entry level position that maintains responsibilities similar ... Provide expert level of assistance to members who have complex or escalated issues that have not ...

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Escalation Resolution Specialist information

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$13

$28

$55

How much do escalation resolution specialist jobs pay per hour?

As of Aug 6, 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 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.

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 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 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.
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 84% Full Time, 13% Part Time, and 3% 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

Hearst

Troy, MI

$13.75 - $19/hr

Full-time

Re-posted 3 days ago

Hearst rating

6.8

Company rating: 6.8 out of 10

Based on 27 frontline employees who took The Breakroom Quiz

50th of 75 rated media

Job description

At MOTOR Information Systems, we're looking for an Account Resolution Specialist to play a critical role in protecting revenue and strengthening customer relationships. In this role, you'll connect directly with customers, uncover their concerns, and use your communication and negotiation skills to keep them engaged and satisfied. If you enjoy high-impact conversations, problem-solving in real time, and influencing outcomes, this is an opportunity to make a measurable difference every day. Success is measured by revenue saved, retention rates, and the ability to convert cancellation requests into retained accounts.

  • 2+ years of experience in customer retention, collections, or call center environments with a focus on save/retention calls
  • Proven ability to handle high-volume inbound and outbound phone interactions, particularly with customers requesting cancellation
  • Demonstrated success in retaining customers, reducing churn, or meeting/exceeding save rate targets
  • Strong objection handling and negotiation skills
  • Excellent phone presence and call control, with confidence leading conversations and redirecting negative sentiment
  • Experience with de-escalation techniques and turning dissatisfied customers into retained accounts
  • Ability to think quickly and respond in real time during live customer conversations
  • Familiarity with CRM and sales engagement tools (Salesforce, Salesloft, etc.) to manage call activity and track outcomes
  • Must be open to using AI tools to enhance call effectiveness, streamline workflows, and improve retention and revenue-saving performance
  • Contact customers who have submitted termination requests to understand concerns and actively work to retain their business.
  • Utilize advanced phone-based objection handling and negotiation techniques to address customer concerns and prevent cancellations.
  • Track and report on revenue saved from and overall retention performance.
  • Proactively monitor customer accounts to identify churn risks and initiate outreach before termination occurs.
  • Support retention efforts through both reactive save calls and proactive engagement strategies.
  • Review customer contracts and account details to ensure compliance with pricing, terms, and usage.
  • Partner with sales, customer success, and operations teams to resolve customer issues impacting retention.
  • Maintain accurate documentation of customer interactions, save attempts, and outcomes

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