Escalation Specialist

Overview

Our client is hiring for an Escalation Specialist in the Frisco area. This is a hybrid position.

• Lead the intake, investigation, and resolution of escalated customer issues, ensuring prompt, clear, and empathetic communication.
• Analyze escalation trends to identify risks, recurring concerns, and quality gaps, partnering with teams such as Legal, Quality, and Brand to address sensitive or high-visibility cases.
• Track and coordinate customer product samples with quality teams, maintaining accurate status updates and customer follow-ups.
• Develop resolution strategies that balance customer satisfaction with organizational policies, and provide guidance to frontline teams handling complex cases.
• Collect and interpret data on customer interactions and escalation activity to highlight service trends and recommend process improvements that elevate the overall customer experience.

• Bachelor s degree in Business, Communications, or a related discipline preferred.
• 5+ years of experience in customer service environments, including at least 2 years in a supervisory or escalation support capacity.
• Demonstrated ability to manage difficult customer interactions with professionalism, empathy, and sound judgment.
• Highly detail-oriented with a strong commitment to operational accuracy and process consistency.
• Excellent written and verbal communication abilities, including conflict resolution and cross-functional collaboration.
• Proficient with Microsoft Office (especially Excel—pivot tables, data analysis, charts/graphs) and CRM platforms.

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, religion or creed, national origin, citizenship, age, disability, veteran status, or any other protected characteristics as required by federal, state or local law.