Escalation Specialist

Company Description

The Ward Law Group, voted best places to work for the past two years is where your work really matters! Where serving the community and genuinely driving results have made us a leader in personal injury. We offer an innovated and fast paced ever evolving environment that allows you to earn as you grow. We empower our employees to make the best decision to impact our clients through collaborative team efforts.  We are a nontraditional, highly accountable, yet vibrant group of professionals. Get ready to experience a comfortable atmosphere as our onboarding process allows for a soft place to land.

Our core values are service to our clients, service to our teammates, and service to the community. Along with faith, accountability, leadership, and loyalty

Job Description

We are seeking a compassionate and solution-driven Escalation Specialist to manage complex customer concerns with professionalism and empathy. This role requires exceptional interpersonal skills, the ability to assess and respond to customer emotions, and a calm, strategic approach to resolving issues. As an Escalation Specialist, you will be responsible for de-escalating tense interactions, ensuring customer satisfaction, and collaborating with internal teams to implement long-term solutions. If you excel in high-stress situations and have a passion for turning challenges into positive outcomes, this position is for you.

Key Responsibilities:

• Take full ownership of escalated customer issues, ensuring timely and satisfactory resolution.
• Assess customer emotions, actively listen, and tailor communication to de-escalate tense interactions.
• Provide clear and consistent updates to customers regarding the status of their concerns.
• Collaborate with internal teams to identify and implement long-term solutions for recurring issues.
• Uphold high levels of customer satisfaction while adhering to company policies and standards.

Salary: $20.00  - $25.00 per hour

Working Schedule : Monday - Friday 9:00AM to 5:30PM EST

Qualifications

Experience & Educational Requirements:

• 2–4 years of experience in customer service, conflict resolution, or a related field, with a proven track record of managing escalated issues.
• Previous experience in high-stress environments, such as call centers, client relations, or customer success roles, is preferred.
• Bachelor’s degree in Communications, Psychology, Business, or a related field is preferred but not required. Equivalent work experience will be considered.
• Familiarity with CRM systems and other customer service software (e.g., Salesforce, Zendesk) is a plus.

Skills & Qualifications:

• Strong verbal communication and active listening skills.
• Proven ability to empathize with customers and manage high-stress situations calmly.
• Excellent problem-solving skills and a solution-oriented mindset.
• Strong analytical and root-cause analysis skills to identify recurring issues and suggest improvements.
• Ability to balance customer needs with company guidelines and processes.
• Experience working in a team-oriented environment with cross-departmental collaboration.
• Certifications in conflict resolution or customer service (e.g., Certified Customer Service Specialist, Mediation Training) are an advantage.

Additional Information

We value your wellbeing and offer opportunities for professional development to help you grow your career. Our comprehensive package includes health benefits; pretax health care and dependent care saving accounts; life insurance; paid time off and holidays; and a 5% match on your 401K contributions to insure your overall satisfaction and security as part of our team. Additionally, we provide confidential counseling services, mental health support, and financial guidance. Come make a difference for our clients!

All your information will be kept confidential according to EEO guidelines.