Specialist, Escalation Support

Pay Range: $24/hr - $30/hr DOE

Shift: Operation hours 2a – 6:30p - preferred to be flexible during operation hours - start time 7-8 a.m.

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Ready to roll with us?  Click Apply to join the WM team today.  

I. Job Summary

The Specialist, Escalation Support plays a pivotal role in resolving high-impact service issues escalated by internal stakeholders, including Sales, Customer Experience, National Accounts, and field operations. This position requires advanced problem-solving, cross-functional coordination, and the ability to manage complex service recovery efforts across all lines of business. The Specialist serves as a subject matter expert and escalation point, ensuring timely resolution, root cause analysis, and continuous improvement in customer satisfaction and operational efficiency.

II. Essential Duties and Responsibilities
 

• Act as the primary contact for escalated service issues from internal teams, including Sales, Customer Experience, and Operations, across multiple communication channels (phone, email, chat, and case management systems).
• Analyze and resolve complex service disruptions by coordinating with dispatch, site leadership, and cross-functional teams to implement timely and effective solutions.
• Manage a high volume of escalations independently, prioritizing cases based on urgency and business impact.
• Maintain detailed and accurate documentation of all escalation cases, tracking trends and contributing to process improvement initiatives.

III. Qualifications 

A. Required Qualifications 
 

• High School Diploma or G.E.D.
• 3 years of relevant work experience with working in a team setting, with the ability to communicate to several areas effectively and
• 3 years Multi-tasking in a fast-paced work environment with excellent organizational skills.
• Experience working cross-functionally with internal teams to resolve service issues.

B. Preferred Qualifications 
 

• Bachelor's Degree (accredited)
• Familiarity with CRM and case management tools (e.g., Salesforce, ServiceNow).

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.


V. Benefits 
At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

Pay: The expected base pay for this on-site position is $24-30 DOE. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

If this sounds like the opportunity that you have been looking for, please click Apply.