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Escalations Rep Jobs (NOW HIRING)

ALTEN Technology USA

Field Representative

Phoenix, AZ · On-site

$85K - $110K/yr

... Escalation Proactively identify supply chain risks (capacity, workforce, tooling, material ... representation Ability to read engineering drawings and technical documentation Strong ...

ALTEN Technology USA

Field Representative

Dayton, OH · On-site

... Escalation Proactively identify supply chain risks (capacity, workforce, tooling, material ... representation Ability to read engineering drawings and technical documentation Strong ...

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$47K

$72.5K

How much do escalations rep jobs pay per year?

As of Jun 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 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 June 2026, with employment types broken down into 88% Full Time, 3% Part Time, and 9% Contract. Highlights an 84% Physical, 2% Hybrid, and 14% Remote job distribution, with an average salary of $46,962 per year, or $22.6 per hour.
Customer Service Representative | Billing Support

Customer Service Representative | Billing Support

Charter Communications

Rochester, NY

$20 - $27.80/hr

Other

Posted 8 days ago

Charter Communications rating

7.8

Company rating: 7.8 out of 10

Based on 391 frontline employees who took The Breakroom Quiz

25th of 76 rated telecommunications companies

Job description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Good listener. Multi-tasking problem-solver. Enthusiastic communicator. Does this sound like you? If so, consider starting your career at Spectrum as a professional Customer Service Representative on our billing team.

At Spectrum, we keep our customers connected by delivering Internet, Voice, and Video solutions to power today's evolving network demands. Customer Service Representatives on our billing team are vital to our mission, providing the product knowledge and account support that our customers rely on. Here, you will work in a fast-paced environment alongside a great team of helpful co-workers.

WHAT OUR CUSTOMER SERVICE REPS ENJOY MOST

  • Talking to many different types of people from across the country
  • Answering inbound phone calls from customers related to billing inquiries
  • Empathizing with customers while accurately addressing their billing needs and meeting our high customer service standards
  • Establishing and growing professional, positive relationships with Spectrum customers
  • 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 offering a variety of shifts. On any given day, you'll find yourself in the office, navigating multiple computer programs, and speaking with customers over the phone. People who succeed in this role are understanding, resilient, professional, and treat others with kindness and respect. If you can see yourself working in this environment, you'll feel at home on our billing team.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

  • Education: High school diploma or equivalent
  • Schedule: Ability to work a variety of schedules including nights, weekends, and holidays
  • Language: Ability to read, write, speak and understand English

Preferred Qualifications

  • Experience: 6+ months of customer service experience; 6+ months of experience working with computers and software applications; previous work in cable operations or a telecommunications call center
  • Technical Skills: MS Office, computer skills, typing
  • Skills: Communication, organization, time management, problem-solving, efficient, multi-tasking, customer service
  • Abilities: Dependable, courteous, enthusiastic, empathetic, results-driven, professional, resilient

COP139 2026-74615 2026
Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
The base pay for this position generally is between $20.00 and $27.80. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.

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