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Escalations Rep Jobs (NOW HIRING)

Opticall BPO

Escalations Representative

Buffalo, NY

$15 - $19.25/hr

The Opticall BPO Escalations Representative is a vital position within the organization as it is in charge of providing support to several departments within the organization through different ...

Dexian

Escalations Representative 2

West Des Moines, IA · On-site

$15.25 - $19.75/hr

Escalations Representative 2 - Contingent Location: West Des Moines, IA We are seeking an Escalations Representative 2 to support internal and external customers with complex inquiries and complaints ...

Wells Fargo

Escalations Representative

West Des Moines, IA · Hybrid

$15.75 - $19.75/hr

Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit products. In this role, you will: * Support internal and ...

Wells Fargo

Escalations Representative

Charlotte, NC

Wells Fargo is seeking an Escalations Representative as part of Consumer and Small Business Banking Operations Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins ...

New

Wells Fargo

Escalations Representative

Roanoke, VA

$15.75 - $19.50/hr

Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit Card products and Unsecured Personal Loans and Lines of Credit.

Lessen

Customer Escalations Representative

Scottsdale, AZ · On-site

$20 - $21/hr

The Customer Escalations Representative (CER) I is a member of the Account Operations team. This role involves working with and supporting the Customer Service Organization (CSO) team to ensure ...

Collabera

Escalation Speciality

Roanoke, VA · On-site

$20 - $23/hr

Escalations Representative 2 Client: Banking industry Job duration: 12 Months (Possibilities of extension OR conversion to FTE) Location: Roanoke, VA (Hybrid- 1 Week Onsite/1 Week Remote after ...

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Escalations Rep information

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$23K

$47K

$72.5K

How much do escalations rep jobs pay per year?

As of Jul 22, 2026, the average yearly pay for escalations rep in the United States is $46,962.00, according to ZipRecruiter salary data. Most workers in this role earn between $36,000.00 and $55,500.00 per year, depending on experience, location, and employer.

What are Escalations Reps?

Escalations Representatives, often called Escalations Reps, are customer service professionals who handle complex or unresolved issues that have been escalated from frontline support teams. Their main role is to resolve challenging problems, address customer complaints, and ensure a high level of satisfaction by providing thorough solutions. Escalations Reps often act as a liaison between the customer and higher-level management or specialized departments, using their experience and authority to resolve issues efficiently. They may also analyze trends in escalations to help improve overall service processes.

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

To thrive as an Escalations Rep, you need strong problem-solving abilities, expertise in customer service, and a solid understanding of company policies and procedures, often supported by prior experience in customer support roles. Familiarity with CRM platforms, ticketing systems like Zendesk or Salesforce, and documentation tools is typically required. Exceptional communication, patience, and conflict resolution skills help you effectively address and de-escalate challenging situations. These skills are crucial to ensure customer satisfaction, maintain brand reputation, and resolve complex issues efficiently.

What is the difference between Escalations Rep vs Customer Support Specialist?

AspectEscalations Rep

Credential RequirementsTypically requires customer service experience, problem-solving skills, and industry-specific knowledge. Certifications are optional but beneficial.

Work EnvironmentFast-paced, high-pressure environment focused on resolving complex customer issues and managing escalated cases.

Employer & Industry UsageCommonly employed in tech, telecom, and service industries where complex issues need escalation.

In summary, an Escalations Rep specializes in handling complex or unresolved customer issues that require advanced troubleshooting and decision-making, whereas a Customer Support Specialist manages general customer inquiries and routine support tasks. The Escalations Rep role involves more specialized skills and often deals with higher-stakes cases.

What are some common challenges faced by Escalations Representatives and how can they be addressed?

Escalations Representatives often handle complex or sensitive customer issues that require advanced problem-solving and communication skills. A common challenge is managing emotionally charged situations while maintaining professionalism and finding a resolution that aligns with company policies. Building strong relationships with internal teams such as technical support, legal, or management is essential for gathering the right information and making informed decisions. To address these challenges, it's helpful to develop strong active listening, negotiation, and conflict resolution skills, and to stay updated on company procedures and resources.
More about Escalations Rep jobs
What job categories do people searching Escalations Rep jobs look for? The top searched job categories for Escalations Rep jobs are:
Escalations Rep jobs near you
Infographic showing various Escalations Rep job openings in the United States as of July 2026, with employment types broken down into 85% Full Time, and 15% Part Time. Highlights an 92% In-person, and 8% Hybrid job distribution, with an average salary of $46,962 per year, or $22.6 per hour.

Escalations Representative

Opticall BPO

Buffalo, NY

$15 - $19.25/hr

Full-time

Posted 12 days ago

Job description

Opticall BPO was founded in 2016 under one single precept, to become the leading organization in the Business Process Outsourcing Industry. Opticall is rapidly becoming one of the fastest growing BPOs, developing tremendous career opportunities, attractive compensation & benefit packages for our talented members in the countries where it operates.

With over +15 support departments such as Marketing, Accounting & Finance, Human Resources, Call Center, IT, Operations and many more, Opticall BPO offers a rewarding work environment, professional development, job stability, and once in a lifetime journey. We are happy to celebrate our success and include you in it.

I. Summary/Objective:

The Opticall BPO Escalations Representative is a vital position within the organization as it is in charge of providing support to several departments within the organization through different channels (online, voice, and email). From support to the RVPs, Managers, and stores to ensure customer satisfaction and protect our brand reputation. The position provides support on tickets, escalated interactions, and helps prevent potential financial loss by mitigating operational risks.

II. Responsibilities:

  • Processing partial and full refunds.
  • Create and follow up on the ticketing system.
  • To research and provide patients/ stores with medical records through different communication channels.
  • Handle escalated calls from call center interactions
  • Initiate escalations to store and call center leadership when needed. Follow up on these escalations in a timely manner using the approved communication channels and adhering to internal standard operating procedures.
  • Reschedule appointments when updates in store lanes occur
  • Respond to chargebacks and Care credit disputes in a timely manner to ensure loss prevention
  • Any other duties assigned by Operations based on business needs.

III. Education and Experience:

  • High School Diploma and/or College Degree are highly preferred

IV. Skills/ Qualifications:

  • Previous experience in a customer support role.
  • Strong written and verbal communication skills both in English and Spanish.
  • Familiarity with computer systems and best practices.
  • Ability to multitask, attention to detail with the ability to prioritize and execute tasks efficiently
  • Data Entry Skill
  • Problem-Solving Skill.
  • Email etiquette & proficiency
  • Being able to work well under pressure