Escalation specialist vs customer care specialist

The differences between escalation specialists and customer care specialists can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 1-2 years to become an escalation specialist, becoming a customer care specialist takes usually requires 6-12 months. Additionally, an escalation specialist has an average salary of $36,240, which is higher than the $32,427 average annual salary of a customer care specialist.

The top three skills for an escalation specialist include process improvement, customer complaints and inbound calls. The most important skills for a customer care specialist are customer care, customer service, and outbound calls.

Escalation specialist vs customer care specialist overview

	Escalation Specialist	Customer Care Specialist
Yearly salary	$36,240	$32,427
Hourly rate	$17.42	$15.59
Growth rate	10%	-4%
Number of jobs	67,740	260,027
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 45%	Bachelor's Degree, 43%
Average age	42	40
Years of experience	2	12

What does an escalation specialist do?

An escalation specialist is responsible for supporting and managing escalations while maintaining the relationships between departments and servicing client needs. Your day-to-day duties will include handling all ticket escalations, providing technicians direct feedback following the ticket resolution, and reviewing small projects based on technician and client requests. In addition, you will look for ways to improve client profitability and analyze client issues using root-cause analysis. You are also expected to attend meetings on process improvement and promote cooperative effort and teamwork.

What does a customer care specialist do?

A customer care specialist is responsible for assisting the customers with their inquiries and concerns regarding the goods and services offered by the organization. A customer care specialist must be detail-oriented, as well as have excellent communication and time-management skills in responding to the customers' needs while documenting the processes on a specific computer program. Customer care specialists are responsible for processing payments, replacing defective items, and initiating refunds as needed. They must resolve complaints accurately and efficiently to ensure customer satisfaction to keep a good reputation for the organization.

Escalation specialist vs customer care specialist salary

Escalation specialists and customer care specialists have different pay scales, as shown below.

	Escalation Specialist	Customer Care Specialist
Average salary	$36,240	$32,427
Salary range	Between $20,000 And $64,000	Between $26,000 And $39,000
Highest paying City	New York, NY	Grand Forks, ND
Highest paying state	New York	Hawaii
Best paying company	Meta	Axogen
Best paying industry	Technology	Insurance

Differences between escalation specialist and customer care specialist education

There are a few differences between an escalation specialist and a customer care specialist in terms of educational background:

	Escalation Specialist	Customer Care Specialist
Most common degree	Bachelor's Degree, 45%	Bachelor's Degree, 43%
Most common major	Business	Business
Most common college	Stanford University	-

Escalation specialist vs customer care specialist demographics

Here are the differences between escalation specialists' and customer care specialists' demographics:

	Escalation Specialist	Customer Care Specialist
Average age	42	40
Gender ratio	Male, 40.0% Female, 60.0%	Male, 30.2% Female, 69.8%
Race ratio	Black or African American, 11.2% Unknown, 5.2% Hispanic or Latino, 16.3% Asian, 10.6% White, 56.3% American Indian and Alaska Native, 0.4%	Black or African American, 12.2% Unknown, 5.4% Hispanic or Latino, 19.1% Asian, 6.5% White, 56.1% American Indian and Alaska Native, 0.7%
LGBT Percentage	11%	7%

Differences between escalation specialist and customer care specialist duties and responsibilities

Escalation specialist example responsibilities.

Manage pipeline of complaints per OCC guidelines, which result in proper and timely resolution.
Install, upgrade, manage, troubleshoot all spectrum of Nortel/Avaya blue product line, SME on Avaya Blue/Nortel systems.
Manage loan modifications including income net present value calculations for reinstatement into HAMP.
Maintain SharePoint data to include updates for reporting.
Analyze operational and logistics requirements, and adapt, formulate and implement logistic policies and procedures to ensure mission accomplishment.
Respond to all agency (BBB, FCC, etc . )

Customer care specialist example responsibilities.

Continue to manage a high volume of customer calls relate to HMO, PPO and POS concerns.
Provide unbias assistance to Medicaid providers with questions regarding Medicaid patient eligibility, medical claims statuses and other program questions.
Present PowerPoint presentations in a webinar format that introduce new features and enhancements to self- service, e-commerce portal.
Authenticate callers before providing personal health information to avoid breaking HIPAA guidelines.
Verify then analyze and troubleshoot customer's questions regarding student loan disbursement procedures and banking accounts.
Maintain working knowledge of numerous product lines as well as policies to effectively troubleshoot and/or replace defective products

Escalation specialist vs customer care specialist skills

Common escalation specialist skills

Process Improvement, 11%
Customer Complaints, 9%
Inbound Calls, 8%
Outbound Calls, 8%
Technical Support, 7%
Customer Calls, 5%

Common customer care specialist skills

Customer Care, 25%
Customer Service, 13%
Outbound Calls, 6%
Data Entry, 5%
Troubleshoot, 3%
Inbound Phone Calls, 3%

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Escalation Specialist vs Customer Care Specialist

Updated January 8, 2025

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