Job Description
Posting number: 2026-00215
Department: Customer Service
Job classification: Senior Escalation Specialist
Posting type: Open & Promotional
Categories: Planning and Development, Miscellaneous, Customer Service, Communications, Office and Administrative Support
Grade 17 - Starting hourly rate: $23.40. Rate of pay depends on qualification.
Examples of duties
The Senior Escalation Specialist is responsible for serving as a liaison to key commercial and industrial accounts and handling escalated, complex customer issues. Works independently and in teams to facilitate and resolve billing and service concerns.
ESSENTIAL FUNCTIONS
- Coordinates and facilitates meetings with key account customers to provide information concerning SAWS programs and services.
- Acts as a single point of contact for high profile, complex customer issues.
- Addresses business executives and community stakeholders’ needs using problem solving and decision-making skills.
- Manages and resolves customer issues, complaints, and escalations.
- Offers exceptional customer focused solutions and demonstrates an elevated level of attention, care, and follow through by working with customers to resolve any concerns or complaints.
- Provides direction to Escalation Specialists on how to handle complex cases.
- Develops and maintains positive working relationships with SAWS executives and other internal departments to fully support customer needs.
- Researches and responds to internal and external inquiries in a timely manner, including from the Better Business Bureau and Open Record Requests.
- Facilitates and recommends modifications to customer accounts and infrastructure to enhance the efficiency and effectiveness of the billing process.
- Performs other duties as assigned.
DECISION MAKING
- The incumbent receives general supervision and coordinates decisions with supervisor using independent judgment to organize and prioritize work.
MINIMUM REQUIREMENTS
- High School Diploma or GED.
- Five years’ experience in customer service operations, sales, marketing, neighborhood/ community/public relations, utility construction projects, or governmental relations.
- Ability to work regularly scheduled shifts within SAWS’s hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.
PREFERRED QUALIFICATIONS
- Associate’s Degree in Political Science, Public Administration, Business Management or related field from an institution accredited by a recognized accredited agency.
- Escalation management experience, including on record communications in any medium.
- Proficiency in Spanish language.
JOB DIMENSIONS
- Knowledge of SAWS Call Center practices.
- Skills in Microsoft Word, Excel and Outlook.
- Skills in interpersonal management.
- Ability to develop expertise in new systems and business processes.
- Ability to self-direct and to operate autonomously.
- Ability to effectively communicate verbally and in writing with internal and external customers such as representatives of commercial properties, public and private school systems, governmental organizations, elected officials, and the general public.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements include lifting up to 20 pounds. Subject to sitting, standing and walking for long periods of time. Requires visual acuity, speech and hearing. Working conditions are primarily in an office environment with possible field visits to project sites, vendor meetings and/or other Service Centers. May operate a company or personal vehicle to conduct site visits.
May be required to work hours other than regular schedule such as nights and weekends.
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