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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 ...

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

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 ...

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 ...

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 ...

TEKsystems

Escalations Representative 3

Shoreview, MN · Hybrid

$25/hr

Description Team members will be working in complaints department regarding escalated complaints for anything within the bank. A complaint will come in to this area and it will initially be handled ...

TEKsystems

Escalations Representative 3

Shoreview, MN · Hybrid

$25/hr

Description Team members will be working in complaints department regarding escalated complaints for anything within the bank, specifically Automotive and Small Business. A complaint will come in to ...

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Escalations Rep information

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How much do escalations rep jobs pay per year?

As of Aug 11, 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 is an escalations rep?

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?

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 reps 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 August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 17% Part Time, and 6% Contract. Highlights an 93% Physical, 1% Hybrid, and 6% Remote job distribution, with an average salary of $46,962 per year, or $22.6 per hour.

Escalations Representative

Collabera Technologies

Roanoke, VA • On-site

$20 - $23/hr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 26 days ago

Job description

Description

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Escalations Representative
Contract to Hire: Roanoke, Virginia, US
Salary Range: 20.00 - 23.00 | Per Hour
Job Code: 370488
End Date: 2026-08-12
Days Left: 4 days, 3 hours left
Apply
Position Details:
  • Position: Escalations Representative 2 (Customer Service Specialist)
  • Industry: Banking/Financial Services
  • Job duration: 12 months (Possible Extension/Conversion)
  • Location: Roanoke, VA 24019 (Hybrid post-training - 1 week from the Office, 1 week from Home)
  • Pay Range: $20/hr - $23/hr
  • Benefits:
    The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time , paid sick and safe time , hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)
Project Scope:
  • Credit Card Rewards are currently serviced by an external, third-party vendor.
  • An existing Credit Card Customer Service call center will be expanded to include the servicing of Credit Card Rewards.
  • The queue currently services the following products:
    • General Purpose Credit Cards
    • Small Business Credit Cards
    • Personal Lines of Credit
    • Personal Loans
    • Retail Services
  • The queue currently services the following call types across all product types:
    • Handle escalations from frontline call center agents.
    • Assistance requests from frontline call center agents.
    • Remediation servicing requests direct from customers.
    • Rewards for servicing requests direct from customers.
Job Requirement
  • customer service
  • CSR
  • call center
  • calls
  • inbound call
  • outbound call
  • collections
  • service rpresentative
Reach Out to a Recruiter
  • Recruiter
  • Email
  • Phone
  • Ayushi Gupta
  • ayushi.agupta@collabera.com

Apply Now

Apply