ZipRecruiter

Log In

2

Remote Escalations Representative Jobs in Rio Rancho, NM

SYS Integration

Contact Center Rep

Albuquerque, NM · Remote

$16.25 - $21/hr

This remote Contact Center Representative (CSR) position will be in support of a government agency ... Refer escalated calls as needed to supervisor. Qualifications: * High School Diploma or GED ...

firsthand Health

Remote Triage Nurse

Albuquerque, NM · On-site +1

$80K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Triage and Escalation: Manage inbound clinical issues from firsthand staff and patients via phone ... Any communication from another domain claiming to represent firsthand is fraudulent. We will never ...

IDEX Corporation

Key Account Manager

Albuquerque, NM · On-site +1

$169K/yr

  • Medical

  • Retirement

  • PTO

Please note this role can be US Remote. Role Overview: Based in the US the Key Account Manager is ... This role will represent 14 MSS factories to our customers with special focus on: CVI Laser Optics ...

IDEX

Key Account Manager

Albuquerque, NM · On-site +1

  • Medical

  • Retirement

  • PTO

Please note this role can be US Remote. Role Overview: Based in the US the Key Account Manager is ... This role will represent 14 MSS factories to our customers with special focus on: CVI Laser Optics ...

All JobsEscalations Representative JobsRemote Escalations Representative JobsRemote Escalations Representative Jobs in Rio Rancho, NM

Remote Escalations Representative information

See Rio Rancho, NM salary details

$10

$22

$44

How much do remote escalations representative jobs pay per hour?

As of Aug 15, 2026, the average hourly pay for remote escalations representative in Rio Rancho, NM is $22.78, according to ZipRecruiter salary data. Most workers in this role earn between $16.73 and $23.75 per hour, depending on experience, location, and employer.

How does a remote escalations representative typically collaborate with other departments to resolve complex customer issues?

As a Remote Escalations Representative, you'll often work closely with teams such as technical support, customer service, and product management to address and resolve complex or high-priority customer concerns. Collaboration usually involves virtual meetings, shared ticketing systems, and clear documentation to ensure all relevant information is communicated. Building strong professional relationships across departments is key, as many escalations require coordinated efforts and timely follow-ups. This cross-functional teamwork not only helps deliver solutions quickly but also enhances your understanding of company processes and opens up future career growth opportunities.

What is a remote escalations representative?

Remote Escalations Representatives are customer service professionals who handle complex or unresolved issues that have been escalated from initial support tiers. Working remotely, they communicate with customers via phone, email, or chat to resolve complaints, troubleshoot problems, and ensure customer satisfaction. They are skilled in conflict resolution, problem-solving, and often have advanced knowledge of company products or services. Their goal is to provide effective solutions while maintaining a positive customer experience. This role is essential for retaining customers and resolving issues that standard support cannot address.

What are the key skills and qualifications needed to thrive as a remote escalations representative, and why are they important?

To thrive as a Remote Escalations Representative, you need strong problem-solving abilities, customer service experience, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software and ticketing systems, such as Salesforce or Zendesk, is often required. Exceptional communication, patience, and conflict resolution skills help you manage challenging interactions and de-escalate difficult situations. These skills and tools are critical for efficiently resolving complex customer issues, maintaining satisfaction, and protecting the company’s reputation.

What is the difference between Remote Escalations Representative vs Customer Support Specialist?

AspectRemote Escalations RepresentativeCustomer Support Specialist
CredentialsTypically requires customer service experience, problem-solving skills, and sometimes technical knowledgeUsually requires customer service experience, communication skills, and basic product knowledge
Work EnvironmentRemote, handling escalated issues that require advanced troubleshooting or conflict resolutionRemote or on-site, providing general support and assistance to customers
Industry UsageCommon in tech, SaaS, and e-commerce sectorsWidely used across various industries including retail, telecom, and tech

The Remote Escalations Representative focuses on resolving complex or escalated customer issues, often requiring technical skills and conflict resolution. In contrast, a Customer Support Specialist handles general customer inquiries and provides basic assistance. Both roles are essential in customer service but differ mainly in the complexity of issues managed and the level of technical expertise required.

What are popular job titles related to Remote Escalations Representative jobs in Rio Rancho, NM?

For Remote Escalations Representative jobs in Rio Rancho, NM, the most frequently searched job titles are:

What job categories do people searching Remote Escalations Representative jobs in Rio Rancho, NM look for?

The top searched job categories for Remote Escalations Representative jobs in Rio Rancho, NM are:

What cities near Rio Rancho, NM are hiring for Remote Escalations Representative jobs?

Cities near Rio Rancho, NM with the most Remote Escalations Representative job openings:

Remote Escalations Representative jobs near you
Infographic showing various Remote Escalations Representative job openings in Rio Rancho, NM as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution, with an average salary of $47,377 per year, or $22.8 per hour.

Contact Center Rep

SYS Integration

Albuquerque, NM • Remote

$16.25 - $21/hr

Full-time

Re-posted 12 days ago

Job description

Systems Integration, Inc. is currently looking to build a pipeline of candidates with some that are bilingual (English & Spanish) for upcoming work. This remote Contact Center Representative (CSR) position will be in support of a government agency, which is the Federal Emergency Management Agency (FEMA). This CSR position will be primarily assisting callers with questions and concerns around local or state emergencies. The start date for this position is pending. To prepare you for this role, CSRs will be provided with paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

***Must have the ability to pass a federal background check***

Responsibilities:

  • Taking in-bound calls and answering questions with the appropriate pre-scripted responses which must be read verbatim to provide basic, general, and claims-specific information.
  • Performing outbound calls to verify the authenticity of received documents.
  • Utilize standard technology such as computer, telephone, email, and web browser to complete work tasks.
  • Complete basic data entry in computer terminal related to phone inquiries such as clicking buttons to confirm answers.
  • Refer escalated calls as needed to supervisor.

Qualifications:

  • High School Diploma or GED equivalent required.
  • At least six (6) months of customer service required; call center experience preferred.
  • Must be a U.S. citizen and have lived in the United States for 3 out of the past 5 years.
  • Past or present Department of Homeland Security clearance preferred.
  • Must be empathetic in your ability to deal with sensitive topics and information.
  • Ability to speak and read English clearly and professionally. Bilingual would be helpful.
  • Ability to pass a federal background check.

Home Office Requirements:

  • Hardwired internet (ethernet) connection
  • Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
  • Private work area and adequate power source

DESCRIPCIÓN DEL PUESTO:
Estamos formando una base de candidatos previamente calificados para apoyar las operaciones de respuesta a desastres de FEMA. Los representantes atenderán llamadas entrantes y documentarán la información de forma precisa y empática.
RESPONSABILIDADES:
- Atender llamadas entrantes de alto volumen
- Comunicarse en inglés y español
- Documentar información de manera precisa
- Cumplir con los procedimientos federales de FEMA
REQUISITOS:
- Fluidez profesional en inglés y español
- Experiencia en servicio al cliente
- Capacidad para aprobar verificación de antecedentes (Public Trust)
- Aceptar tarifas salariales bajo la Ley SCA

Apply