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Tier Iii Customer Service Representative Jobs (NOW HIRING)

Kikoff

Customer Support Escalations Specialist

Phoenix, AZ

$17.75 - $24/hr

Tier 3 Customer Support Specialist About This Role As a Tier 3 Customer Support Specialist, you will own Kikoff's most complex and sensitive customer escalations - the cases that go beyond what ...

AMVAC U.S.

Customer Service Representative

Axis, AL · On-site

$15.50 - $21.25/hr

... * 3+ years of experience in Customer Service, data-entry, order tracking and product delivery ... Teamwork is essential to provide consistent, Top-Tier Customer Support * Excellent computer skills

Alco Air

Customer Service Representative

Longview, TX · On-site

$16 - $20/hr

Who We Are Alco Air is a trusted name in home services, delivering top-tier HVAC and plumbing to ... The Role As our CSR, you'll answer incoming calls, schedule service quickly, and keep customers and ...

kirbyrisk

Customer Service Representative

Lafayette, IN · On-site

$15.50 - $21/hr

What You'll Do as a Customer Service Representative In this multi-faceted role, you'll be the go-to contact for customer needs, providing top-tier support and ensuring every interaction reflects the ...

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Tier Iii Customer Service Representative information

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How much do tier iii customer service representative jobs pay per hour?

As of Aug 8, 2026, the average hourly pay for tier iii customer service representative in the United States is $18.80, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.91 per hour, depending on experience, location, and employer.

What is a Tier III customer service representative?

Tier III Customer Service Representatives are highly skilled support professionals who handle the most complex and technical customer issues that cannot be resolved by lower-level support tiers (Tier I and Tier II). They often have specialized knowledge of the company's products, services, or systems and may work closely with engineering or development teams to resolve advanced problems. Their responsibilities can include troubleshooting technical issues, providing detailed solutions, and ensuring escalated customer cases are resolved efficiently. Tier III representatives play a crucial role in maintaining customer satisfaction for challenging or unique cases.

How does a Tier III customer service representative typically collaborate with other teams to resolve complex customer issues?

As a Tier III Customer Service Representative, you’ll often work closely with product specialists, engineering, and quality assurance teams to resolve escalated customer issues that require in-depth technical knowledge. This collaboration may involve participating in cross-functional meetings, sharing detailed case notes, and coordinating troubleshooting efforts. Effective communication and documentation are key, as you will serve as the bridge between customers and internal experts to ensure timely and accurate resolutions. Regular feedback loops with other teams also help identify recurring issues and improve service processes.

What are the key skills and qualifications needed to thrive as a Tier III customer service representative?

To thrive as a Tier III Customer Service Representative, you need advanced problem-solving skills, in-depth product knowledge, and experience in customer support, often supported by a relevant degree or technical background. Familiarity with CRM platforms, ticketing systems, and communication tools is typically required, and certifications in customer service or technical support can be advantageous. Strong communication, patience, and the ability to remain calm under pressure are standout soft skills in this role. These skills enable you to efficiently resolve complex customer issues, ensuring high satisfaction and maintaining company reputation.

What is the difference between Tier Iii Customer Service Representative vs Tier II Customer Service Representative?

AspectTier Iii Customer Service RepresentativeTier II Customer Service Representative
CredentialsHigh school diploma; basic customer service trainingHigh school diploma; additional training or certifications often preferred
Work EnvironmentCall centers, support desks, retail settingsCall centers, support desks, retail settings
ResponsibilitiesHandling complex customer inquiries, troubleshooting, escalationManaging routine inquiries, basic troubleshooting, data entry
Experience LevelMore experience required; problem-solving skillsEntry to mid-level; basic customer service skills

In summary, Tier Iii Customer Service Representatives handle more complex issues and require greater experience and training compared to Tier II representatives. They often manage escalated cases and provide advanced support, making their role more specialized within customer service teams.

More about Tier Iii Customer Service Representative jobs
What job categories do people searching Tier Iii Customer Service Representative jobs look for? The top searched job categories for Tier Iii Customer Service Representative jobs are:
Tier Iii Customer Service Representative jobs near you
Infographic showing various Tier Iii Customer Service Representative job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.

Customer Support Escalations Specialist

Kikoff

Phoenix, AZ

$17.75 - $24/hr

Full-time

Posted 27 days ago

Job description

Tier 3 Customer Support SpecialistAbout This Role

As a Tier 3 Customer Support Specialist, you will own Kikoff's most complex and sensitive customer escalations - the cases that go beyond what frontline and Tier 2 agents can resolve on their own. This role sits at the intersection of customer empathy and operational excellence.

Just as importantly, you will help the broader org improve and scale: auditing ticket quality, documenting resolution paths, and identifying fixes and improvements in our processes.

This is a high-ownership role for someone who thrives in complexity and wants their work to matter - both to the customers they serve and to the team around them.

Role & Responsibilities

Escalation Resolution

  • Investigate, manage, and resolve the most complex customer escalations via email - cases that go beyond what Tier 1 and Tier 2 agents can handle independently
  • Adhere to Kikoff's complaint management policies and regulatory frameworks, with a focus on thorough, defensible resolution and real-time de-escalation
  • Perform root-cause analysis on escalations, distinguishing systemic failures from one-off errors, and surface findings to Customer Operations leadership to reduce future volume
  • Work closely with our broader Operations team to share escalation trends and align on process improvements

Quality & Auditing

  • Conduct regular QA reviews and audits of Tier 1 and Tier 2 ticket queues - across both our BPO and chatbot - to assess resolution quality, accuracy, and appropriate escalation behavior
  • Identify patterns in misrouted or mishandled tickets and flag them with clear documentation and recommendations
  • Contribute to QA rubrics and scoring frameworks that help the broader Customer Operations team raise its baseline

Knowledge & Process

  • Own internal documentation for complex case types - keeping resolution paths, SOPs, and escalation decision trees current and accessible
  • Serve as a subject matter expert for Tier 1 and Tier 2 agents, supporting training and closing knowledge gaps that drive unnecessary escalations
Expertise & Experience Required
  • 2-5 years of experience in customer support, with meaningful time in escalations, complex case management, or a Tier 2/3 role
  • Strong written communication - your case notes, customer responses, and internal escalations are clear, accurate, and defensible
  • High ownership: you follow cases through to resolution and don't let things fall through the cracks
  • Able to work within a structured ops team without needing heavy direction

Nice to have:

  • Background in a consumer fintech, neobank, or credit-adjacent startup - you understand how financial products work and what's at stake when they don't
  • Comfortable navigating compliance-adjacent issues: consumer disputes, FCRA, fraud claims, or regulatory complaints
  • Experience contributing to QA programs, SOPs, or internal documentation
  • Experience with Zendesk, or similar ticketing platforms

Apply