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Escalation specialist skills for your resume and career

Updated January 8, 2025
5 min read
Quoted experts
George Miller,
Chirag Parikh Ph.D.
Below we've compiled a list of the most critical escalation specialist skills. We ranked the top skills for escalation specialists based on the percentage of resumes they appeared on. For example, 10.9% of escalation specialist resumes contained process improvement as a skill. Continue reading to find out what skills an escalation specialist needs to be successful in the workplace.

15 escalation specialist skills for your resume and career

1. Process Improvement

Here's how escalation specialists use process improvement:
  • Managed process improvement projects emphasizing operation effectiveness and efficiency in order to better compete in a global environment.
  • Worked with call center and workforce management to implement process improvements and quality assurance.

2. Customer Complaints

Here's how escalation specialists use customer complaints:
  • Managed and resolved customer complaints and requests while maintaining excellent professionalism standards according to company policies and procedures
  • Oversee customer complaints, assisted and trained new representatives, enforced policies/procedures and provided excellent customer service

3. Inbound Calls

Here's how escalation specialists use inbound calls:
  • Answered over 100 inbound calls per shift regarding advanced payment-related issues, refund requests, and to build customer rapport.
  • Provide daily supplemental support to the contact center by way of answering inbound calls in a timely and courteous manner.

4. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how escalation specialists use outbound calls:
  • Review recorded inbound and outbound calls for accuracy of information provided as well as overall quality of the call.
  • Required to make outbound calls to BCBS members, for the purpose of scheduling annual health assessments.

5. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how escalation specialists use technical support:
  • Delivered exceptional customer experience while responding to emails related to questions and/or concerns regarding products, orders, technical support.
  • Used negotiation and excellent customer service to handle escalated calls from customer service and technical support agents

6. Customer Calls

Here's how escalation specialists use customer calls:
  • Received and answered incoming customer calls to customer service department.
  • Use banking product knowledge to provide exceptional, World Class customer contact care to in-bound customer calls and take-over calls.

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7. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how escalation specialists use customer care:
  • Recognized by corporate vice president of customer care for dedication to customer service.
  • Develop and publish communication to customer care agents regarding customer affecting issues.

8. Customer Satisfaction

Here's how escalation specialists use customer satisfaction:
  • Assist customers through negotiation and settlement agreements and the development of appropriate solutions are used for customer satisfaction.
  • Worked along with management to implement ways to improve quality, reduce redundancy and increase customer satisfaction.

9. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how escalation specialists use quality standards:
  • Exceeded monthly quality standards with over 120% a month to goal consistently.
  • Asked tograde base agent calls based on company's quality standards.

10. Customer Support

Here's how escalation specialists use customer support:
  • Managed and developed Dell customer support tools supporting Customer Experience metrics.
  • Worked as a contact for our overseas program CBU to provide customer support to our Japanese customers regarding all order issues.

11. Customer Accounts

Here's how escalation specialists use customer accounts:
  • Detailed oriented in auditing and reviewing customer accounts for the customer service department.
  • Handled customer service inquiries regarding customer accounts.

12. Technical Issues

Here's how escalation specialists use technical issues:
  • Handled responsibilities of contacting customers and providing follow up information on various billing and technical issues.
  • Performed first-tier troubleshooting for technical issues.

13. SharePoint

Here's how escalation specialists use sharepoint:
  • Designed and promulgated the General Services Management SharePoint website.
  • Maintain and update PB&E SharePoint site and offer suggestions for future content and pertinent material.

14. Issue Resolution

Issue resolution refers to a set of processes that can be used to resolve an issue, conflict, dispute, or claim, and the ability to deal with the problems that need to be resolved, the decisions that need to be made, and the risks that need to be mitigated. Essentially, an issue resolution process intends to make it easier for people to come to a resolution following an issue.

Here's how escalation specialists use issue resolution:
  • Retain customers through effective issue resolution.
  • Act as a liaison to facilitate issue resolutions.

15. Escalation Calls

Here's how escalation specialists use escalation calls:
  • Received escalation calls, properly handled and maintained the situation.
  • Handle all escalation calls to busy corporate call center.
top-skills

What skills help Escalation Specialists find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What type of skills will young escalation specialists need?

George MillerGeorge Miller LinkedIn profile

Associate Professor Computer Science, Tiffin University

Many organizations realize graduates cannot learn everything in college about their major but want the graduate to have a solid foundation on their field of study. The organization wants to mold the graduate to their company environment with how they do things related to the field of study. Most companies want college graduates to have good communication skills (both oral and written), critical thinking skills and be able to work well in teams. These skills have been a staple for graduates since I can remember. This is why a college graduate takes many general education courses related to these skills and many of their major courses emphasize these skills.
Going back to the previous answer I believe graduates in all fields of study will need a better knowledge of technology and easier adaptability to changing technology. Again, an IS degree is already preparing students for this.

What technical skills for an escalation specialist stand out to employers?

Chirag Parikh Ph.D.Chirag Parikh Ph.D. LinkedIn profile

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.
Do you want to know more?
Read more about what experts have to say about escalation specialist

List of escalation specialist skills to add to your resume

Escalation specialist skills

The most important skills for an escalation specialist resume and required skills for an escalation specialist to have include:

  • Process Improvement
  • Customer Complaints
  • Inbound Calls
  • Outbound Calls
  • Technical Support
  • Customer Calls
  • Customer Care
  • Customer Satisfaction
  • Quality Standards
  • Customer Support
  • Customer Accounts
  • Technical Issues
  • SharePoint
  • Issue Resolution
  • Escalation Calls
  • Payment Arrangements
  • Billing Issues
  • Customer Issues
  • Technical Assistance
  • Account Maintenance
  • SME
  • Technical Troubleshooting
  • Customer Inquiries
  • Billing Inquiries
  • Customer Escalations
  • Call Handling
  • Problem Resolution
  • Investor Guidelines
  • Business Bureau
  • Product Knowledge
  • FCC
  • Chat Support
  • CMS
  • Billing Disputes
  • DSL
  • Account Issues
  • Conference Calls
  • Delinquent Accounts
  • FHA
  • OCC
  • Training Classes
  • SLA
  • Service Problems
  • Fannie MAE
  • Call Monitoring
  • FNMA
  • Citi

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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