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Escalations Specialist Jobs in Decatur, GA (NOW HIRING)

Geotab

IT Support Specialist

Atlanta, GA

The IT Support Specialist provides efficient, employee-facing IT support across Geotab offices and ... This role resolves escalated incidents and service requests, configures and troubleshoots complex ...

Sonoma Consulting Inc.

Production Specialist

Alpharetta, GA · On-site

$16 - $22/hr

Production Specialist Location: Alpharetta, GA Duration: Fulltime Permanent (Direct Hire) Average ... escalation from NOC, support team communication, Interrupt driven env, multi-task, organized ...

Geotab

IT Support Specialist

Atlanta, GA · On-site

The IT Support Specialist provides efficient, employee-facing IT support across Geotab offices and ... This role resolves escalated incidents and service requests, configures and troubleshoots complex ...

Aston Carter

HR Specialist

Atlanta, GA · On-site

$28/hr

Function as the highest escalation point under operations leadership for accommodation-related ... specialists with a focus on problem-solving and creative solutions. * Facilitate escalated ...

Robert Half

IT Specialist

Atlanta, GA · On-site

$36.10 - $41.80/hr

We are looking for an IT Specialist to join a growing IT Software organization in Atlanta, Georgia ... Provide front-line and escalated technical support for employees, resolving hardware, software ...

6 Degrees Group

Collections Specialist

Alpharetta, GA · Hybrid

$20 - $24/hr

Our client is hiring for a Collections Specialist in Alpharetta, GA. Our client, a leader in the ... as the escalation point for payment disputes, write-offs, and account adjustments Audit aging ...

Intuit

Proactive Risk Specialist

Atlanta, GA · On-site

$94K/yr

Most critical escalations are preventable if the warning signs are caught early enough -- which is where this role comes in. As Proactive Risk Specialist, you own the earliest stage of the risk ...

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Escalations Specialist information

What is an escalations specialist?

Escalations Specialists are professionals who handle complex customer issues or complaints that frontline support teams are unable to resolve. They investigate, analyze, and coordinate solutions for escalated cases, often working closely with other departments to ensure customer satisfaction. Their role requires strong problem-solving skills, excellent communication abilities, and a deep understanding of company policies and products. Escalations Specialists aim to resolve issues efficiently while maintaining positive relationships with customers.

What are the key skills and qualifications needed to thrive as an escalations specialist?

To thrive as an Escalations Specialist, you need strong problem-solving abilities, advanced customer service skills, and typically a background in customer support or a related field. Familiarity with CRM software such as Salesforce or Zendesk and knowledge of case management systems are commonly required. Excellent communication, patience, and conflict resolution skills help you effectively manage challenging situations and dissatisfied customers. These skills ensure that complex issues are resolved promptly and professionally, maintaining customer satisfaction and protecting the company's reputation.

How does an escalations specialist typically collaborate with other departments to resolve complex customer issues?

As an Escalations Specialist, you will often work closely with teams such as customer support, technical services, product management, and sometimes legal or compliance departments. When handling complex or high-priority cases, effective cross-departmental communication is crucial to gather relevant information, coordinate solutions, and ensure a timely resolution for the customer. You may act as a central point of contact, facilitating meetings or updates between departments to keep everyone aligned and the customer informed. This collaborative approach helps resolve issues efficiently while also identifying opportunities for process improvements.

What is the difference between Escalations Specialist vs Customer Service Representative?

AspectEscalations SpecialistCustomer Service Representative
CredentialsHigh school diploma or equivalent; some roles may prefer experience in customer supportHigh school diploma or equivalent; customer service experience often preferred
Work EnvironmentSupport centers, technical environments, or client-facing settingsCall centers, retail, or online support platforms
Industry UsageTechnology, telecommunications, e-commerceRetail, hospitality, telecom, and various service industries
Primary FocusHandling complex or escalated customer issues to resolutionAssisting customers with inquiries, basic troubleshooting, and support

The main difference between an Escalations Specialist and a Customer Service Representative lies in their focus and complexity of issues handled. Escalations Specialists manage more complex, high-priority problems requiring advanced knowledge, while Customer Service Representatives handle general inquiries and basic support. Both roles are essential in customer support teams but serve different levels of customer issue resolution.

What cities near Decatur, GA are hiring for Escalations Specialist jobs?

Cities near Decatur, GA with the most Escalations Specialist job openings:

Escalations Specialist jobs near you
Infographic showing various Escalations Specialist job openings in Decatur, GA as of August 2026, with employment types broken down into 72% Full Time, and 28% Contract. Highlights an 100% In-person job distribution.

Executive & Social Media Escalations Expert

Oscar Health

Atlanta, GA • Remote

$46K - $60K/yr

Full-time

This job post has expired today. Applications are no longer accepted.

Oscar Health rating

6.9

Company rating: 6.9 out of 10

Based on 6 frontline employees who took The Breakroom Quiz

261st of 313 rated insurance

Job description

Hi, we're Oscar. We're hiring an Executive & Social Media Escalations Specialist to join our team.

Oscar is the first health insurance company built around a full stack technology platform and a focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

About the role:

The Executive & Social Media Escalation Expert, Member and Provider Services, solves complex member and provider issues by using the technical tools across the production operation. You will use important skills objectively to review complex cases escalated by members and providers through executive level complaints and social media platforms.

You will report into the Associate Director, Member & Provider Escalations.

Work Location: This is a remote position, open to candidates who reside in: Arizona; Florida; Georgia; or Texas. While your daily work will be completed from your home office, occasional travel may be required for team meetings and company events. #LI-Remote

Pay Transparency: The base pay for this role is: $46,202.40 - $60,640.65 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities:

  • Manage and resolve high-visibility executive level complaints with urgency and professionalism.

  • Manage timelines for internal or external escalated cases and communicate with appropriate parties for resolution.

  • Conduct workflow reviews and deliver relevant feedback to leadership to improve internal processes, departmental quality, and operational insights.

  • Draft and deliver executive-level team member communications, including summaries, root-cause analyses, and action plans with recommendations, using established templates and workflows.

  • Be the primary liaison to strengthen feedback loops and track new member and provider trends.

  • Provide direct guidance to Service Operations representatives across multiple communication channels.

  • Compliance with all applicable laws and regulations.

  • Other responsibilities as assigned.

Requirements:

  • 2+ years previous work experience in production based environment

  • 2+ years quantitative or analytical skills focused on solving problems

  • High school diploma or GED

  • 2+ years of experience drafting written communications for executive-level audiences, with a proven ability to convey complex information and with appropriate tone

Bonus points:

  • Bachelor's Degree

  • Advanced Google Suite or Microsoft Office capabilities

  • Advanced Operations Certificate (Lean Six Sigma or similar)

  • Previous project oversight experience

  • Proficiency navigating and working in multi-system environment

  • Prior career practice relating to conflict management and providing feedback to others

This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here.

At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives.

Pay Transparency: Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.

Artificial Intelligence (AI): Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.

Reasonable Accommodation: Oscar applicants are considered solely based on their qualifications, without regard to applicant's disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team (accommodations@hioscar.com) to make the need for an accommodation known.

California Residents: For information about our collection, use, and disclosure of applicants' personal information as well as applicants' rights over their personal information, please see our Privacy Policy.

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