Job Description

The Escalation Specialist reviews and validates incoming escalations, determines the best path for resolution, and coordinates resolution efforts across partners, suppliers, and internal teams. This role is responsible for timely communication, accurate documentation, issue tracking, partner updates, and reporting insights that support continuous improvement.

Essential Job Duties:

• Review incoming issues, confirm required details, ensure appropriate contacts are included, and determine how the issue should be handled.
• Serve as the primary coordinator among partners, suppliers, and internal teams to drive timely resolution of escalated issues.
• Provide clear, professional, and factual communication to partners and internal stakeholders, including status updates, next steps, and resolution expectations.
• Manage escalations throughout the lifecycle by documenting actions, communications, progress, and outcomes to ensure accountability and complete case records.
• Facilitate coordination meetings when necessary to move forward with an issue.
• Prioritize and manage open escalations based on urgency and business impact, regularly monitoring escalation queues and systems for new or aging issues.
• Coordinate with internal subject matter experts, suppliers, leadership, and support teams to remove barriers and help resolve issues at the appropriate level.
• Escalate issues appropriately when additional management involvement or specialized support is required, including higher-level operational, supplier, or internal process concerns.
• Close escalations by confirming outcomes, ensuring partner satisfaction, and capturing relevant case details for reporting and future improvement.
• Contribute to reporting, KPI reviews, trend analysis, and continuous improvement efforts by identifying recurring issues and recommending process or documentation updates.
• Participate in team meetings, training, and ongoing documentation reviews to stay current on escalation processes, supplier paths, and service expectations.

Reporting Relationships:

• Reports to Director of Operational Excellence

Requirements:

• 5+ years of customer service, account management, or equivalent experience required.
• 3+ years of telecommunications or equivalent industry experience required.
• CRM experience required; RPM experience preferred.
• Ability to manage multiple priorities at one time and work under pressure.
• Ability to perform daily job responsibilities with minimal direct interaction from supervisors.
• Team player who can manage collaboration on sensitive issues.
• Strong analytical and problem-solving skills, attention to detail, and the ability to manage multiple priorities under pressure with minimal supervision.
• Strong written and verbal communication skills in English across technical and business topics.
• Strong follow-up habits and demonstrated ability to collaborate cross-functionally.
• Working knowledge of supplier escalation processes, paths, and SLAs.

Physical Requirements:

• Ability to sit or stand at a computer terminal for long periods of time.
• Ability to lift up to 15 pounds.

Compensation:

Compensation Range: $60,000 - $75,000

Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component as part of the hiring range.

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 10 paid company holidays.

ScanSource, Inc. is an Equal Opportunity Employer

EOE/M/F