Escalation Specialist

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.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting.

The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.