Call Center: Escalations Lead

Overview

Escalations Lead

Location: Onsite, Indianapolis, IN
Reports to: Customer Service Manager (CSM)
Works Closely With: Market Area President,General Managers, Operations Leaders, Customer Service Supervisors, Dispatch Teams, and Field Leadership
Compensation: $70,000 Base Salary + $10,000 Annual Performance Bonus (Paid Monthly)

About the Role

We're hiring an Escalations Lead to own the end-to-end escalation process across our multi-brand home services call center supporting heating, cooling, plumbing, electrical, and drain services.

You'll be the single point of accountability for every escalated customer issue, sourced from Medallia, Google reviews, internal reports, leadership requests, and frontline employee escalations. Once an issue moves beyond standard frontline resolution, you become the primary owner responsible for coordinating, communicating, tracking, and driving resolution.

When you're not actively working escalations, you'll serve as the go‑to resource for CSRs, supervisors, and managers who need assistance resolving customer issues in real time.

This is a dedicated problem‑solving seat focused on protecting customer trust, uncovering trends, improving processes, and reducing future escalations through proactive action.

What You’ll Do

Escalation Ownership

• Monitor and triage all incoming escalations from Medallia, Google reviews, internal reports, leadership requests, and frontline employee referrals.
• Serve as the primary customer‑facing point of contact once an issue escalates beyond frontline resolution.
• Personally manage or coordinate resolution for complex, high‑risk, and sensitive customer concerns across all trades and brands.
• Classify escalations by severity and ensure appropriate response times based on urgency and business impact.
• Determine when issues require involvement from branch leadership, operations leadership, or executive stakeholders.
• Coordinate with dispatch, field management, customer service teams, and operational leaders to drive resolution while maintaining ownership of the issue from start to finish.
• Ensure customers receive timely updates throughout the resolution process and feel heard, informed, and supported.

Tracking & Systems

• Log every escalation, including source, trade, location, root cause, resolution, ownership, and time‑to‑resolve in a centralized tracking system.
• Maintain a clean and accurate system of record that provides complete visibility into escalation activity.
• Build and maintain a searchable knowledge base of past escalations, resolutions, and best practices.
• Identify recurring customer concerns, operational breakdowns, and training opportunities through escalation data.
• Recommend and implement process improvements designed to reduce future escalation volume and improve customer outcomes.
• Establish clear documentation standards to ensure consistency and accountability across all brands.

Reporting & Business Insights

• Deliver weekly escalation reports to General Managers and customer service leadership.
• Report on escalation volume, aging open cases, resolution status, average resolution time, source trends, detractor recovery, and recurring complaint categories.
• Provide reporting by brand, trade, location, escalation type, and source.
• Identify emerging trends before they become systemic issues.
• Highlight recurring challenges that may require operational, training, staffing, or process improvements.
• Partner with operational leaders to develop action plans addressing recurring customer concerns.
• Present findings in a concise, actionable format that drives decision‑making, not just status reporting.

Internal Support & Coaching

• Serve as the primary escalation resource for CSRs, supervisors, and managers.
• Provide real‑time guidance on difficult customer…