Escalations Coordinator

At VC3, we don't just solve IT problems - we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time.

We're a team of doers, builders, and tech whisperers who live by 4 core values:

Go Beyond | Own It | Be Curious| Serve as One

We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.

The Impact you will have

The Escalations Coordinator plays a vital role in managing and resolving high-priority issues that have been escalated beyond frontline support, with a primary focus on collections and billing-related data integrity variances. This role is responsible for ensuring accurate triage and timely resolution of escalated cases, helping to uphold service standards and maintain client trust. The Escalations Coordinator role requires exceptional attention to detail, strong analytical and communication skills, and the ability to collaborate effectively across departments, including finance, operations, and customer support. Serving as the central point of contact for escalated financial discrepancies, the Escalations Coordinator leads investigations, identifies root causes, and ensures sustainable, long-term resolutions.

• Understand and follow "The VC3 Way". This is our set of standards and processes that produce a predictable result for the client. You must be aware of and maintain our standards
• Manage and prioritize escalated issues related to collections and billing discrepancies.
• Conduct thorough investigations to validate and resolve data integrity variances.
• Coordinate with cross-functional teams to make timely and accurate resolutions.
• Ensure consistent and professional communication with internal stakeholders and external clients.
• Maintain transparency and proactive communication with clients regarding billing adjustments, schedules, and expectations
• Track, document, and report on escalation trends, root causes, and resolution outcomes.
• Proactively identify recurring issues and recommend process or system improvements to reduce future escalations.
• Support compliance and audit efforts by maintaining clear and organized case documentation.
  
  

Additional Responsibilities

• Maintain accurate and real time timesheets
• Receive mentoring and feedback from peers and others
• Where appropriate, escalate complicated issues to a more senior resource or other appropriate teams
• Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings
• Attend training & team meetings as required
• Assist VC3 team members as required
• Maintain constant and clear communication with clients and colleagues
• Collaborate with all VC3 departments to maximize client satisfaction
• Continuously provide feedback to help improve processes and procedures to provide superior service
• Provide or facilitate timely responses and guidance to client requests
• Maintain documentation, processes, and standards through the change management processes
• Maintain an in-depth knowledge of the products and services that are offered
• Additional duties as required
• Strong customer service & communication skills are required
• Strong attention to detail and numerical aptitude.
• Knowledge of billing systems, accounting software, and A/R practices.
• Effective customer service and communication skills with professionalism and empathy.
• Ability to analyze contracts, line items, and financial data to ensure billing and credit accuracy.
• Strong problem-solving and organizational skills with the ability to manage competing priorities.
• Go Beyond - you take that extra step to create moments that are unexpected but appreciated.
• Own It - You have the courage to do what's right, the resolve to take responsibility, and the grit to cross the finish line.
• Be Curious - You challenge the status quo and aim for continuous improvement and constant learning.
• Serve as One - You believe that together, we are greater than the sum of our individuals, and that teamwork is essential to success.