How To Become An Escalation Specialist: What It Is and Career Path

What is an escalation specialist and how to become one

Updated January 8, 2025

3 min read

An escalation specialist responds to and manages complaints and escalations from clients and customers for a company or organization. They are responsible for managing escalations relating to products or services, handling problem tickets, and providing feedback to upper management regarding customer issues. These customer service professionals also strive to solve customer problems, improve customer service, and maintain company integrity and profitability.

Most escalation specialists have a High School diploma or equivalent and should possess excellent customer service, communication, analytical and interpersonal skills. They should also be comfortable spending most of their workday on the phone or online interacting with customers.

An escalation specialist can make up to $38,000 annually, and the job market is expected to grow 10% in the next ten years.

ScoreEscalation SpecialistUS Average

Salary

2.8

Avg. Salary $36,240

Avg. Salary $59,228

Stability level

6.7

Growth rate 10%

Growth rate 0.3%

Diversity

6.5

Race

American Indian and Alaska Native 0.41%

Asian 10.58%

Black or African American 11.21%

Hispanic or Latino 16.33%

Unknown 5.20%

White 56.27%

Gender

female 59.99%

male 40.01%

Age - 41

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 41

Stress level

6.7

Stress level is high

7.1 - high

Complexity level

6.5

Complexity level is challenging

7 - challenging

Work life balance

7.4

Work life balance is good

6.4 - fair

Key steps to become an escalation specialist

Explore escalation specialist education requirements

Most common escalation specialist degrees

Bachelor's

44.8 %

Associate

22.4 %

High School Diploma

19.5 %

Start to develop specific escalation specialist skills

Skills	Percentages
Process Improvement	10.87%
Customer Complaints	9.11%
Inbound Calls	7.82%
Outbound Calls	7.81%
Technical Support	6.63%

Complete relevant escalation specialist training and internships

Accountants spend an average of 3-6 months on post-employment, on-the-job training. New escalation specialists learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as an escalation specialist based on U.S. Bureau of Labor Statistics data and data from real escalation specialist resumes.

Research escalation specialist duties and responsibilities

Manage pipeline of complaints per OCC guidelines, which result in proper and timely resolution.
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Manage loan modifications including income net present value calculations for reinstatement into HAMP.
Maintain SharePoint data to include updates for reporting.

Prepare your escalation specialist resume

When your background is strong enough, you can start writing your escalation specialist resume.

You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on an escalation specialist resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.

Choose from 10+ customizable escalation specialist resume templates

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