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.
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.
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.
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.