Escalations Lead — Drive Trust, Resolve Complex Issues

Apex Service Partners, LLC; Indianapolis (IN); On-site; USD 72,000 - 88,000; Full time

Job summary

Apex Service Partners, LLC is hiring an Escalations Lead to own the end-to-end escalation process across our multi-brand home services call center, supporting HVAC, plumbing, electrical, and drain services. You’ll be the primary owner for every escalated customer issue, coordinating with CSRs, supervisors, dispatch, and field leadership to resolve problems quickly while protecting customer trust.

This role focuses on tracking, trend analysis, and process improvement to reduce future escalations

Qualifications

• 3+ years in customer service, escalation management, call centers, or field service.
• Home services experience (HVAC/plumbing/electrical) preferred.
• Proven ability to resolve complex issues and de-escalate emotionally charged situations.
• Strong conflict resolution and problem-solving skills.
• Excellent written and verbal communication with diverse stakeholders.
• Strong organizational skills and multi-tasking.
• Experience building and maintaining tracking systems.
• Ability to analyze data and translate feedback into actions.
• Proficiency with Microsoft Office, Google Workspace, and CRM tools.
• Experience with Medallia, ServiceTitan, Salesforce or similar tools preferred.

Responsibilities

• Monitor and triage all escalations from Medallia, Google reviews, internal reports, leadership requests, and frontline referrals.
• Serve as the primary customer-facing contact when issues escalate.
• Coordinate with dispatch, field management, CSRs, and leadership to drive resolution.
• Classify escalations by severity and ensure timely responses based on urgency.
• Log escalations with source, trade, location, root cause, and time-to-resolve in a centralized system.
• Build and maintain a knowledge base of past escalations and best practices.
• Deliver weekly escalation reports to General Managers and customer service leadership.

Skills

Customer service

Escalation management

Call center operations

Field service

Conflict resolution

Tools

Medallia

ServiceTitan

Salesforce

CRM platforms

Job description

Apex Service Partners, LLC is hiring an Escalations Lead to own the end-to-end escalation process across our multi-brand home services call center, supporting HVAC, plumbing, electrical, and drain services. You’ll be the primary owner for every escalated customer issue, coordinating with CSRs, supervisors, dispatch, and field leadership to resolve problems quickly while protecting customer trust.

This role focuses on tracking, trend analysis, and process improvement to reduce future escalations