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Escalations Representative 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

Charlotte, NC · Hybrid

Wells Fargo is seeking an escalations representative within the sanctions center of excellence team, specifically to handle sanctions request for information and payments. In this role, you will:

Wells Fargo

Escalations Representative

Roanoke, VA · On-site

$15.75 - $19.50/hr

  • Medical

  • Life

  • Retirement

  • PTO

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.

TEKsystems

Escalations Representative

West Des Moines, IA

$24 - $32/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Now Hiring for Sr. Escalations Reps with a large banking company to help close out cases that are created after a customer complaint is filed. This is a very attention to detail and investigate ...

Lessen

Customer Escalations Representative

Scottsdale, AZ · On-site

$20 - $21/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

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

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

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

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

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 ...

Lessen

Customer Escalations Representative

Scottsdale, AZ

$20 - $21/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

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

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

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 ...

TEKsystems

Sr. Escalations Representative

Saint Paul, MN

$25/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Now Hiring for Sr. Escalations Reps with a large banking company to help close out cases that are created after a customer complaint is filed. This is a very attention to detail and investigate ...

TEKsystems

Sr. Escalations Representative

Shoreview, MN

$25/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Now Hiring for Sr. Escalations Reps with a large banking company to help close out cases that are created after a customer complaint is filed. This is a very attention to detail and investigate ...

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Escalations Representative information

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$22K

$47.5K

$74K

How much do escalations representative jobs pay per year?

As of Aug 17, 2026, the average yearly pay for escalations representative in the United States is $47,471.00, according to ZipRecruiter salary data. Most workers in this role earn between $38,000.00 and $53,500.00 per year, depending on experience, location, and employer.

What is an escalations representative?

An Escalations Representative handles complex customer issues that frontline support teams cannot resolve. They analyze problems, provide solutions, and ensure customer satisfaction while adhering to company policies. This role requires strong communication, problem-solving, and conflict-resolution skills. Escalations Representatives work closely with various departments to address concerns efficiently and improve processes.

What types of issues or situations does an escalations representative typically handle on a daily basis?

Escalations Representatives are responsible for addressing customer concerns that frontline support teams are unable to resolve, such as complex service complaints, billing discrepancies, or unresolved technical problems. Each day, you may communicate with customers who are upset or frustrated and work closely with internal teams—such as technical support, billing, or management—to find satisfactory solutions. The role requires balancing company policies with customer needs, ensuring that any systemic issues are reported and addressed. As an Escalations Representative, you will often serve as the last point of contact, making your role crucial for customer retention and company reputation.

What are the key skills and qualifications needed to thrive in the escalations representative position, and why are they important?

To thrive as an Escalations Representative, you need strong problem-solving abilities, customer service experience, and a good understanding of company policies, often supported by a background in customer support roles. Familiarity with customer relationship management (CRM) systems, ticketing software, and internal escalation protocols is typically required. Excellent communication, patience, and conflict resolution skills help representatives effectively manage sensitive or complex customer issues. These attributes are critical for maintaining customer satisfaction and efficiently resolving high-stakes situations.

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What are the most commonly searched types of Escalations Representative jobs?

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Escalations Representative jobs near you
Infographic showing various Escalations Representative job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 81% Full Time, 16% Part Time, and 2% Contract. Highlights an 93% Physical, 1% Hybrid, and 6% Remote job distribution, with an average salary of $47,471 per year, or $22.8 per hour.

Escalations Representative

Opticall BPO

Buffalo, NY

$15 - $19.25/hr

Full-time

Re-posted 7 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