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Escalation Specialist Careers

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.

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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Average Salary
$34,616
Average Salary
Job Growth Rate
10%
Job Growth Rate
Job Openings
32,989
Job Openings

Escalation Specialist Career Paths

Top Careers Before Escalation Specialist

Cashier
10.9 %

Top Careers After Escalation Specialist

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

Escalation Specialists in America make an average salary of $34,616 per year or $17 per hour. The top 10 percent makes over $55,000 per year, while the bottom 10 percent under $21,000 per year.
Average Salary
$34,616

Best Paying Cities

City
ascdesc
Average Salarydesc
Framingham, MA
Salary Range44k - 88k$63k$63,099
Austin, TX
Salary Range30k - 58k$42k$42,332
Chandler, AZ
Salary Range30k - 53k$40k$40,418
Fargo, ND
Salary Range35k - 44k$40k$39,799
Minneapolis, MN
Salary Range33k - 45k$39k$39,067
West Des Moines, IA
Salary Range31k - 46k$38k$38,155
$23k
$88k

Recently Added Salaries

Job TitleCompanyascdescCompanyascdescStart DateascdescSalaryascdesc
Escalations Specialist
Escalations Specialist
Randstad
Randstad
12/02/2020
12/02/2020
$37,56612/02/2020
$37,566
Escalations Specialist
Escalations Specialist
Randstad
Randstad
11/13/2020
11/13/2020
$49,17011/13/2020
$49,170
Escalation Specialist, Remote After Training
Escalation Specialist, Remote After Training
Aerotek
Aerotek
10/29/2020
10/29/2020
$33,39210/29/2020
$33,392
Escalation Specialist
Escalation Specialist
Robert Half
Robert Half
10/15/2020
10/15/2020
$31,30510/15/2020
$31,305
Escalation Specialist
Escalation Specialist
RPC Company
RPC Company
09/23/2020
09/23/2020
$41,74009/23/2020
$41,740
See More Recent Salaries

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Escalation Specialist Demographics

Gender

female

58.7 %

male

36.7 %

unknown

4.6 %

Ethnicity

White

61.6 %

Hispanic or Latino

15.1 %

Black or African American

10.2 %

Foreign Languages Spoken

Spanish

72.7 %

French

9.1 %

Welsh

1.8 %
See More Demographics

Escalation Specialist Education

Degrees

Bachelors

34.0 %

High School Diploma

28.3 %

Associate

19.0 %

Top Colleges for Escalation Specialists

1. Stanford University

Stanford, CA • Private

In-State Tuition
$51,354
Enrollment
7,083

2. University of Pennsylvania

Philadelphia, PA • Private

In-State Tuition
$55,584
Enrollment
10,764

3. Northwestern University

Evanston, IL • Private

In-State Tuition
$54,568
Enrollment
8,451

4. Maine Maritime Academy

Castine, ME • Public

In-State Tuition
$13,478
Enrollment
979

5. University of Southern California

Los Angeles, CA • Private

In-State Tuition
$56,225
Enrollment
19,548

6. California State University - Bakersfield

Bakersfield, CA • Public

In-State Tuition
$7,309
Enrollment
9,142

7. SUNY at Binghamton

Vestal, NY • Public

In-State Tuition
$9,808
Enrollment
13,990

8. Villanova University

Villanova, PA • Private

In-State Tuition
$53,308
Enrollment
6,819

9. San Diego State University

San Diego, CA • Public

In-State Tuition
$7,488
Enrollment
30,018

10. Bentley University

Waltham, MA • Private

In-State Tuition
$49,880
Enrollment
4,177
See More Education Info
Job type you want
Full Time
Part Time
Internship
Temporary

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.

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

Total Escalation Specialist Jobs:
164
Highest 10% Earn:
$116,000
Location Quotient:
1.16
Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here

2. Massachusetts

Total Escalation Specialist Jobs:
1,067
Highest 10% Earn:
$118,000
Location Quotient:
1.03
Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here

3. District of Columbia

Total Escalation Specialist Jobs:
404
Highest 10% Earn:
$97,000
Location Quotient:
2.14
Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here
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Top Escalation Specialist Employers

1. Citi
4.8
Avg. Salary: 
$45,354
Escalation Specialists Hired: 
237+
2. Charter Communications
4.8
Avg. Salary: 
$36,134
Escalation Specialists Hired: 
68+
3. Comcast
4.7
Avg. Salary: 
$35,463
Escalation Specialists Hired: 
50+
4. JPMorgan Chase
4.9
Avg. Salary: 
$41,571
Escalation Specialists Hired: 
42+
5. Sprint
4.4
Avg. Salary: 
$39,175
Escalation Specialists Hired: 
37+
6. Microsoft
4.9
Avg. Salary: 
$117,593
Escalation Specialists Hired: 
34+
Updated October 2, 2020