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Escalations Manager Jobs in Delaware (NOW HIRING)

F.H. Furr

Call Center Manager (On-Site)

Georgetown, DE

$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

$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 ...

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

Middletown, 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 ...

McDonald's

Assistant General Manager

Newark, DE · On-site

... escalated customer concerns with professionalism and empathy, leading effective customer recovery to turn challenges into positive experiencesMonitor performance metrics, set goals, and provide ...

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All JobsEscalations JobsEscalations Manager JobsEscalations Manager Jobs in Delaware

Escalations Manager information

See Delaware salary details

$35.5K

$102.4K

$165.1K

How much do escalations manager jobs pay per year?

As of Aug 31, 2026, the average yearly pay for escalations manager in Delaware is $102,374.00, according to ZipRecruiter salary data. Most workers in this role earn between $76,100.00 and $129,100.00 per year, depending on experience, location, and employer.

What is an escalations manager?

Escalations Managers are professionals responsible for handling and resolving complex or high-priority customer issues that frontline support teams are unable to resolve. They coordinate between different departments, communicate directly with customers, and ensure that problems are addressed quickly and effectively. Their role also involves identifying recurring issues, recommending process improvements, and maintaining customer satisfaction by ensuring timely resolutions. Escalations Managers often work in industries like technology, telecommunications, or customer service, where managing customer relationships is critical.

How does an escalations manager typically collaborate with cross-functional teams to resolve complex customer issues?

As an Escalations Manager, you will regularly work with teams such as customer support, product development, engineering, and sales to address and resolve challenging customer concerns. This collaboration often involves facilitating meetings, collecting technical details, and ensuring all stakeholders are aligned on the resolution strategy. Effective communication and strong problem-solving skills are key, as you’ll need to coordinate resources and provide customers with timely updates. Building strong relationships with internal teams is essential to expedite solutions and prevent similar issues in the future.

What are the key skills and qualifications needed to thrive as an escalations manager, and why are they important?

To thrive as an Escalations Manager, you need expertise in problem-solving, conflict resolution, and customer service, typically backed by experience in support or operations management. Familiarity with CRM platforms like Salesforce, ticketing systems, and data analysis tools is often required, alongside certifications in ITIL or customer service management. Strong communication, emotional intelligence, and leadership skills help you defuse tense situations and guide teams effectively. These abilities are crucial for resolving high-impact issues quickly, maintaining customer satisfaction, and protecting the company’s reputation.

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

AspectEscalations ManagerCustomer Support Manager
ResponsibilitiesHandles complex customer issues, manages escalation processes, resolves high-priority complaintsOversees customer service teams, manages support operations, improves customer satisfaction
Required SkillsProblem-solving, conflict resolution, communication, technical knowledgeLeadership, communication, customer service skills, team management
Work EnvironmentFast-paced, problem-solving focused, often within customer service or technical support teamsTeam management, strategic planning, customer interaction
Common Industry UsageTechnology, telecommunications, SaaS companiesRetail, finance, technology, service industries

The Escalations Manager focuses on resolving complex and high-priority customer issues, often requiring technical expertise and problem-solving skills. In contrast, the Customer Support Manager oversees the entire support team, ensuring overall customer satisfaction and support efficiency. Both roles are vital in customer service but differ in scope and focus.

How to become an escalations manager?

To become an escalations manager, candidates typically need several years of experience in customer service, support, or operations roles, along with strong problem-solving and communication skills. A bachelor's degree in business, management, or a related field is often preferred, and familiarity with customer relationship management (CRM) tools can be beneficial. Developing leadership abilities and understanding company policies for handling complex issues are also important for advancement into this role.

What are popular job titles related to Escalations Manager jobs in Delaware?

For Escalations Manager jobs in Delaware, the most frequently searched job titles are:

What job categories do people searching Escalations Manager jobs in Delaware look for?

The top searched job categories for Escalations Manager jobs in Delaware are:

What cities in Delaware are hiring for Escalations Manager jobs?

Cities in Delaware with the most Escalations Manager job openings:

Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Delaware as of August 2026, with employment types broken down into 85% Full Time, 13% Part Time, and 2% Contract. Highlights an 83% Physical, 2% Hybrid, and 15% Remote job distribution, with an average salary of $102,374 per year, or $49.2 per hour.

Call Center Manager (On-Site)

Georgetown, DE

F.H. Furr
Construction • 51 - 200 employees

6.6

Company rating: 6.6 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

201st of 283 rated repair and maintenance companies

Learn more about F.H. Furrexternal

$70K - $100K/yr

Full-time

Re-posted 5 days ago

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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