ZipRecruiter

Log In

1

Escalations Manager Jobs in Rochester, NY (NOW HIRING)

Just Solutions, Inc.

IT Service Coordinator

Fairport, NY · On-site

$60K - $80K/yr

You will manage ticket flow, balance workloads, and coordinate schedules to ensure smooth operations. When client concerns arise, you'll act as an escalation point, guiding issues to resolution and ...

Just Solutions, Inc.

IT Service Coordinator

Fairport, NY · On-site

$60K - $80K/yr

You will manage ticket flow, balance workloads, and coordinate schedules to ensure smooth operations. When client concerns arise, you'll act as an escalation point, guiding issues to resolution and ...

Just Solutions

IT Service Coordinator

Fairport, NY · Hybrid

$60K - $80K/yr

You will manage ticket flow, balance workloads, and coordinate schedules to ensure smooth operations. When client concerns arise, you'll act as an escalation point, guiding issues to resolution and ...

Iberdrola

Director - Supply Chain Mgmt

Rochester, NY

$179K - $203K/yr

The Director of Supply Chain Management is accountable for the strategic leadership and enterprise ... Lead cross-functional escalation, prioritization, and resolution of material supply risks that ...

M&T Bank

Branch Manager

Rochester, NY · 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.

M&T Bank

Branch Manager

Rochester, NY · 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.

Fulenwider Enterprises

Assistant Manager

Holley, NY · On-site

Customer service - ensure that customers have a positive dining experience and provide customer support in escalated situations. * Employee management - supervises employees, develops employees and ...

Truth Collective

Visual Studio Manager

Rochester, NY · On-site

$90K - $100K/yr

Serve as the primary client point of contact and shift lead during assigned coverage windows, managing daily intake, clarification, prioritization, status updates, escalation, execution, and delivery ...

Truth Collective

Visual Studio Manager

Rochester, NY

Serve as the primary client point of contact and shift lead during assigned coverage windows, managing daily intake, clarification, prioritization, status updates, escalation, execution, and delivery ...

next page

Showing results 1-20

All JobsEscalations JobsEscalations Manager JobsEscalations Manager Jobs in Rochester, NY

Escalations Manager information

See Rochester, NY salary details

$35K

$100.9K

$162.8K

How much do escalations manager jobs pay per year?

As of Jul 19, 2026, the average yearly pay for escalations manager in Rochester, NY is $100,922.00, according to ZipRecruiter salary data. Most workers in this role earn between $75,000.00 and $127,300.00 per year, depending on experience, location, and employer.

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 are Escalations Managers?

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.

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.

What are popular job titles related to Escalations Manager jobs in Rochester, NY? For Escalations Manager jobs in Rochester, NY, the most frequently searched job titles are:
What job categories do people searching Escalations Manager jobs in Rochester, NY look for? The top searched job categories for Escalations Manager jobs in Rochester, NY are:
What cities near Rochester, NY are hiring for Escalations Manager jobs? Cities near Rochester, NY with the most Escalations Manager job openings:
Escalations Manager jobs near you

Customer Care Escalations Associate (Property Tax)

Cotality

Rochester, NY • On-site

$14.25 - $19.75/hr

Full-time

Medical, Life, Retirement, PTO

Posted 19 days ago

Job description

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.
Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.
Job Description:
What is the role?
Embark on a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Customer Care Senior Associate. As an integral part of our team, you will hold a pivotal role connecting our clients and their esteemed customers. Your dedication to service excellence will be unwavering, and you'll find fulfillment in embracing challenges that allow your exceptional attention to detail and critical thinking skills to shine. As the face of our company, you will exude professionalism in every customer interaction, prioritizing satisfaction above all else. You have an innate ability to effectively address concerns, craft effective solutions, and proactively anticipate further inquiries. Your primary responsibilities will include effectively using multiple communication vehicles to connect with customers, which may include telephones, email, and chat. You can handle challenging customers effectively, with confidence, and exhibit less reliance on additional support. To excel in this role, showcasing an unwavering positive attitude and communicating with clarity and ease in every interaction will be essential to your success. We foster a learning culture that encourages personal and professional development, enabling you to thrive and reach your full potential.
JOB DUTIES
  • Manages inbound tax inquiries escalated from Tier 1 customer care agents on behalf of client, acting as an extension of our client
  • Provides outreach and updates to borrowers via outbound call
  • Acts confidently in their role with little reliance on additional support
  • Effectively considers the end-to-end process when troubleshooting and providing guidance to customer and internal stakeholders.
  • Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue
  • Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)
  • Builds product and process knowledge to effectively interact with customers, within business guidelines
  • Identify customers' needs, research client systems, utilize tools to interpret and analyze data
  • Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
  • Accurately documents customer interactions per established process.
  • Accurately documents customer interactions per established process.
  • Ability to handle challenging customers effectively
  • Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate
  • Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate
  • Actively and accurately document discussions of inquiries and leverage internal tools for next-level resolution needs.
  • Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
  • May assist with escalated issues per business guidelines
  • Meet personal/team production metrics and quality targets
  • Must adhere to strict schedule and meet attendance guidelines

Job Qualifications:
JOB QUALIFICATIONS
  • High school diploma, GED or equivalent is required; bachelor's degree preferred
  • 3+ years previous experience in a customer support role required
  • Tax/banking/mortgage/real estate Industry experience required
  • Passion for service excellence
  • Strong written and verbal communication skills along with excellent customer service and active listening skills
  • Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change
  • Strong computer skills to retrieve, query, update systems using multiple screens simultaneously
  • Organization and time management skills to operate effectively in a fast paced, high-volume environment.
  • Typing ability of 35wpm+
  • Demonstrated knowledge of and experience with Microsoft
  • Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
  • Ability to identify customer issues and identify appropriate tasks
  • Must successfully adhere to schedule, attendance and required deliverables/deadlines.
  • Demonstrates patience and empathy and have the ability to work collaboratively with others

Annual Pay Range:
38,500 - 45,760 USD
Application Window:
This opportunity is expected to remain posted through the date identified below, subject to business needs.
Thrive with Cotality
At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.
Highlights, depending on role classification, include:
  • Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
  • Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
  • Health: Multiple medical plan options with mental health and wellness support offerings.
  • Retirement: 401(k) with company match and vesting after one year.
  • Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
  • Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace.
Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.
Privacy Policy
Global Applicant Privacy Policy
By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide.
Connect with us on social media! Click on the quicklinks below to find out more about our company and associates

Apply