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Escalations Rep Jobs (NOW HIRING)

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 ...

Taylor Corporation

Escalations Specialist

Amsterdam, NY · On-site

$16 - $17/hr

Communicate status updates to customers, sales representatives, and leadership teams. * Document escalations and maintain accurate records of actions taken and resolutions achieved. * Proactively ...

Taylor

Escalations Specialist

Amsterdam, NY

$16 - $17/hr

Communicate status updates to customers, sales representatives, and leadership teams. * Document escalations and maintain accurate records of actions taken and resolutions achieved. * Proactively ...

Sunrun

Sr. Escalations Expert

Lehi, UT

$18 - $25/hr

The Senior Escalations Expert works directly with Sunrun Customer Care, Collections, Field Service, Consumer Compliance, Legal, and Executives with a focus on customer satisfaction in order to ...

Sunrun

Sr. Escalations Expert

Lehi, UT · On-site

$18 - $25/hr

The Senior Escalations Expert works directly with Sunrun Customer Care, Collections, Field Service, Consumer Compliance, Legal, and Executives with a focus on customer satisfaction in order to ...

Cisco

OR

Meet the Team The Global Meraki Escalations and Product Specialist Group operates within the CEAD ... The position represents Support and customer/ partner feedback in product decisions, serviceability ...

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Escalations Rep information

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How much do escalations rep jobs pay per year?

As of Aug 12, 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.

Licensed Escalations Representative Senior - PNC Wealth Management

PNC Bank

Home, PA • On-site, Remote

$52K - $87K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 18 days ago

PNC Bank rating

7.7

Company rating: 7.7 out of 10

Based on 345 frontline employees who took The Breakroom Quiz

93rd of 171 rated banks

Job description

Position OverviewAt PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Licensed Escalations Representative Senior within PNC's Wealth Management organization, you will be remote within EST or CST.This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.Job Description
  • Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the Retail business segments. Actively coaches and mentors for the escalation team. Delivers CARES model to customers and service partners.
  • Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints, while taking into account regulatory, legal and investor requirements within the Retail business segments' customer channels.
  • Documents the problem resolution process for each investigated complaint assigned to their workflow. Responds to escalated issues via verbal responses and may leverage written responses for more complex issues.
  • Acts as a point person/subject matter expert for any escalated issues from the Retail business segments. Facilitates problem resolution with internal and external stakeholders.
  • Acts as a customer advocate in accordance with our Customer Advocacy Principles. Demonstrates commitment to quality. Identifies trends negatively impacting customer experience and escalates to the proper channels for root cause analysis.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

  • Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
  • Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred SkillsAccountability, Customer Complaint Resolution, Customer Support, Data Entry, Problem Resolution, Technical Support, Technical TroubleshootingCompetenciesCustomer Experience Management., Customer Interaction, Decision Making and Critical Thinking, Effective Communications, Influencing, Interpersonal Relationships, Managing Multiple Priorities, Problem SolvingWork ExperienceRoles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.EducationAssociatesCertificationsNo Required Certification(s)LicensesFINRA Series 7 & 63 requiredPay TransparencyBase Salary: $52,500.00 - $87,500.00Salaries may vary based on geographic location, market data and on individual skills, experience, and education.Application WindowGenerally, this opening is expected to be posted for two business days from 06/23/2026, although it may be longer with business discretion.BenefitsPNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.


At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)


PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

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