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Escalations Rep Jobs (NOW HIRING)

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 ...

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 ...

Guidehouse

Patient Account Representative

Mitchell, SD · On-site

$18.25 - $24/hr

Meet with payer escalation representatives monthly (or as required) to review outstanding escalations and identified payer trends & issues. * Assist with monthly denial review and help lead the ...

Guidehouse

Patient Account Representative

Mitchell, SD · Hybrid

$18.25 - $24/hr

Meet with payer escalation representatives monthly (or as required) to review outstanding escalations and identified payer trends & issues. * Assist with monthly denial review and help lead the ...

Guidehouse

Patient Account Representative

Mitchell, SD · Hybrid

$18.25 - $24/hr

Meet with payer escalation representatives monthly (or as required) to review outstanding escalations and identified payer trends & issues. * Assist with monthly denial review and help lead the ...

SPECTRUM

Call Center Representative

Zanesville, OH · On-site

$20/hr

Collaborating with management on customer issue escalations * Representing a Fortune 100 company with professionalism and courtesy We are a large organization operating 24/7 bustling call centers ...

SPECTRUM

Customer Support Representative

Zanesville, OH · On-site

$20/hr

Collaborating with management on customer issue escalations * Representing a Fortune 100 company with professionalism and courtesy We are a large organization operating 24/7 bustling call centers ...

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Escalations Rep information

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$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 Resolution Specialist

Escalations Resolution Specialist

Two Harbors Investment Corp.

Fort Mill, SC • On-site

Full-time

Posted 8 days ago

Job description

The Escalation Resolution Specialist is part of the Tier 1 Escalation Resolution team, whose primary responsibility is addressing the needs of escalated customers who have requested leadership, following an interaction with one of our call center representatives. Their first objective is resolving the immediate customer's escalation, then identifying the root cause of the issue. This feedback is captured and provided to the call center leadership team to deep dive.
Individuals in this role are experts in identifying frustrated customers, understanding opportunities for improvement within an agent/customer interaction, and in finding solutions to solve customer issues. Escalation Resolution Specialist should be comfortable with contacting other lines of business to gather information and be able to document and recognize patterns of larger issues.
The Escalation Resolution Specialist reports to the Escalation Resolution Supervisor and must build and maintain relationships across Call Center Departments and amongst other lines of business.
Responsibilities
  • Monitor the Escalation Support Chat for incoming escalations from Call Center agents
  • Handle all escalated calls as a trusted guide, showing empathy and authority, guiding the customer to a story worthy customer experience
  • Document all escalated calls and track opportunities for improvement
  • Serve as a liaison between Call Center leadership and other lines of business to provide resolution
  • Adhere to RoundPoint's commitment to compliance
  • Efficiently navigate through multiple servicing related systems and platforms
  • Other duties not described above may be assigned as needed

Qualifications
Required
  • Genuine, empathetic demeanor and ability to relate to others going through a tough situation
  • Strong customer-service skills, including personable and courteous telephone etiquette
  • Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
  • Ability to work under stress/pressure and respond to inquiries with tact, diplomacy, and patience
  • Ability to exercise discretion on sensitive and confidential matters
  • Ability to be resourceful in account resolution via provided job aides, contacts, and tools
  • Proven track record of positive call handling with few calls having previously been transferred to escalation support
  • Quality verbal and written communication skills
  • Ability to excel in a team environment
  • 1-2 years' mortgage experience
  • MSP/Five9 software experience

Desired
  • College preferred, high school degree or GED accepted with experience or other pertinent skills
  • Experience with working escalation support and or escalated calls

Physical Demands & Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role.
  • Ability to communicate effectively through speech and hearing, both in-person and over the phone.
  • The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
  • Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
  • Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
  • Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
  • Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
  • The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

About RoundPoint Mortgage Servicing LLC
RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.
Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.
Location
  • Fort Mill, SC
  • Coppell, TX

Employee Status
  • Non-Exempt

Travel
  • None

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