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.
Escalation Specialist Overview
Escalation Specialist Careers
There is more than meets the eye when it comes to being an escalation specialist. For example, did you know that they make an average of $16.64 an hour? That's $34,616 a year!
Between 2018 and 2028, the career is expected to grow 10% and produce 83,100 job opportunities across the U.S.
What Does an Escalation Specialist Do
There are certain skills that many escalation specialists have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed speaking skills, writing skills and customer-service skills.
When it comes to the most important skills required to be an escalation specialist, we found that a lot of resumes listed 17.3% of escalation specialists included outbound calls, while 10.2% of resumes included technical support, and 10.1% of resumes included customer service. Hard skills like these are helpful to have when it comes to performing essential job responsibilities.
When it comes to searching for a job, many search for a key term or phrase. Instead, it might be more helpful to search by industry, as you might be missing jobs that you never thought about in industries that you didn't even think offered positions related to the escalation specialist job title. But what industry to start with? Most escalation specialists actually find jobs in the technology and finance industries.
How To Become an Escalation Specialist
If you're interested in becoming an escalation specialist, one of the first things to consider is how much education you need. We've determined that 34.0% of escalation specialists have a bachelor's degree. In terms of higher education levels, we found that 5.8% of escalation specialists have master's degrees. Even though some escalation specialists have a college degree, it's possible to become one with only a high school degree or GED.
Choosing the right major is always an important step when researching how to become an escalation specialist. When we researched the most common majors for an escalation specialist, we found that they most commonly earn bachelor's degree degrees or high school diploma degrees. Other degrees that we often see on escalation specialist resumes include associate degree degrees or master's degree degrees.
You may find that experience in other jobs will help you become an escalation specialist. In fact, many escalation specialist jobs require experience in a role such as customer service representative. Meanwhile, many escalation specialists also have previous career experience in roles such as cashier or sales associate.
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Escalation Specialist Career Paths
In addition to switching up your job search, it might prove helpful to look at a career path for your specific job. Now, what's a career path you ask? Well, it's practically a map that shows how you might advance from one job title to another. Our career paths are especially detailed with salary changes. So, for example, if you started out with the role of team leader you might progress to a role such as supervisor eventually. Later on in your career, you could end up with the title operations manager.
What is the right job for my career path?
Tell us your goals and we'll match you with the rights job to get there.
Average Salary for an Escalation Specialist
Best Paying Cities
Recently Added Salaries
Job TitleCompany  | Company | Start Date | Salary |
|---|---|---|---|
Randstad Escalations Specialist Escalations Specialist | Randstad Randstad | 12/02/2020 12/02/2020 | $37,56612/02/2020 $37,566 |
Randstad Escalations Specialist Escalations Specialist | Randstad Randstad | 11/13/2020 11/13/2020 | $49,17011/13/2020 $49,170 |
Aerotek Escalation Specialist, Remote After Training Escalation Specialist, Remote After Training | Aerotek Aerotek | 10/29/2020 10/29/2020 | $33,39210/29/2020 $33,392 |
Robert Half Escalation Specialist Escalation Specialist | Robert Half Robert Half | 10/15/2020 10/15/2020 | $31,30510/15/2020 $31,305 |
RPC Company Escalation Specialist Escalation Specialist | RPC Company RPC Company | 09/23/2020 09/23/2020 | $41,74009/23/2020 $41,740 |
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Top Colleges for Escalation Specialists
1. Stanford University
Stanford, CA • Private
2. University of Pennsylvania
Philadelphia, PA • Private
3. Northwestern University
Evanston, IL • Private
4. Maine Maritime Academy
Castine, ME • Public
5. University of Southern California
Los Angeles, CA • Private
6. California State University - Bakersfield
Bakersfield, CA • Public
7. SUNY at Binghamton
Vestal, NY • Public
8. Villanova University
Villanova, PA • Private
9. San Diego State University
San Diego, CA • Public
10. Bentley University
Waltham, MA • Private
Top Skills For an Escalation Specialist
The skills section on your resume can be almost as important as the experience section, so you want it to be an accurate portrayal of what you can do. Luckily, we've found all of the skills you'll need so even if you don't have these skills yet, you know what you need to work on. Out of all the resumes we looked through, 17.3% of escalation specialists listed outbound calls on their resume, but soft skills such as speaking skills and writing skills are important as well.
- Outbound Calls, 17.3%
- Technical Support, 10.2%
- Customer Service, 10.1%
- Customer Complaints, 7.5%
- External Customers, 4.5%
- Other Skills, 50.4% See All Escalation Specialist Skills
Best States For an Escalation Specialist
Some places are better than others when it comes to starting a career as an escalation specialist. The best states for people in this position are Delaware, Massachusetts, Rhode Island, and New Jersey. Escalation specialists make the most in Delaware with an average salary of $64,340. Whereas in Massachusetts and Rhode Island, they would average $63,162 and $62,918, respectively. While escalation specialists would only make an average of $61,100 in New Jersey, you would still make more there than in the rest of the country. We determined these as the best states based on job availability and pay. By finding the median salary, cost of living, and using the Bureau of Labor Statistics' Location Quotient, we narrowed down our list of states to these four.
1. Delaware
$64,340
Avg. Salary
2. Massachusetts
$63,162
Avg. Salary
3. District of Columbia
$54,436
Avg. Salary