*CURRENT SAWS EMPLOYEES ONLY* Escalation Specialist

Job Description

Grade 16 - Starting hourly rate: $21.90. Rate of pay depends on qualifications.

Job Description

JOB SUMMARY
The Escalation Specialist is responsible for handling escalated customer issues/concerns via phone and/or email, including customers who have filed complaints or taken other external actions to resolve their concerns. The Escalation Specialist will work directly with customers to provide a prompt resolution and best in class customer experience.

ESSENTIAL FUNCTIONS
All Specialties

• Performs outbound and inbound customer support for escalated customers issues/concerns via telephone and email to de-escalate and manage difficult situations or circumstances.
• Provides best in class customer experience by addressing customers concerns as quickly and thoroughly as possible.
• Works independently and takes responsibility for escalations from start to finish and appropriately documents outreach, resolution, and feedback.
• 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.
• Stays in contact with customers and follows up consistently (where appropriate) to ensure quick resolution and to restore SAWS’ relationship with the customer.
• Is thorough, detail-oriented, and thinks creatively and critically to resolve customer issues and communicates results to the team, supervisors and/or executive leadership about the customer experience. Is accountable and consistent and represents both customers and SAWS in a professional and friendly manner.
• Develops collaborative working relationship with Call Center.
• Performs other duties as assigned.

Customer Care

• Supports customers transferred from the Call Center who provide negative feedback through the Post Interaction Survey or other channels.
• Develops collaborative working relationship with Call Center, Billing and other Customer Service groups.
• Acts as escalation point for Contact Center when customers have questions/concerns that cannot be addressed by Customer Service Associates.
• Works with appropriate Contact Center, Corporate Communications, and Training personnel to provide ongoing education and talking points related to Billing or Customer Service-related questions/concerns.
• Collaborates with groups both within and outside of Customer Service to fully support customer needs.
• Contacts, tracks and reports customers in final account status prior to charge off; as well as support in charge offs for bad debt processes.
• Performs other duties as assigned.

DECISION MAKING

• Works under close supervision.

MINIMUM REQUIREMENTS

• High School Diploma or GED.
• Three years’ experience in customer service.
• 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

• Five years’ call center experience.

JOB DIMENSIONS

• Knowledge of SAWS Call Center practices.
• Skill with Word, Excel and Microsoft Outlook.
• Skills in problem solving and reasoning.
• Skills in interpersonal management and communication.
• Ability to develop expertise in new systems and business processes.
• Ability to self-direct and to operate autonomously.
• Ability to grasp and interpret technical concepts.

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 the regular schedule such as nights and weekends.

#LI-DNI

San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:

• Competitive, market-based salaries
• Performance-based incentives
• Medical benefits
• Dental benefits
• Life insurance
• Prescription drug program
• Vision care plan
• Two retirement plans
• Deferred compensation plans (457 plan)
• Disability income
• Paid leave (vacation, sick, personal)
• Education assistance program
• Employee assistance program
• Flexible, tax-deferred health and dependent care spending accounts
• Wellness programs
• On-Site Fitness Facilities
• Community service opportunities

Closing Date/Time: 9/6/2026 11:59 PM Central