Escalations Coordinator

Description

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.

What you will be doing :

• 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 :

The tools you bring :

What’s in it for you :

Flexibility – We’re remote-first, but not remote-only. Some roles include an onsite component, depending on team needs. We aim to give you the flexibility to do your best work, plus company-paid time off to help you thrive in work and in life.

Well-being & Support - Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k) / RRSP plans. Whether it’s today’s needs or tomorrow’s goals, we’ve got you covered.

Grow with Us – Whether you’re just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility.

People-First Culture – We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve.

Transparent Leadership – From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way.

Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment

Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.

Learn more about VC3 by visiting our website and follow us on LinkedIn to stay informed!

VC3 offers Managed IT Services, Private Cloud Services, Hosted VoIP, Custom Web Applications, SharePoint Consulting, and Website Design & Hosting.

VC3 has more than 25 years of experience providing a full range of Information Technology Solutions and Services to hundreds of municipalities and organizations throughout the United States and Canada. The technologies needed by our customers have changed many times over the years, but our focus has always stayed the same : connect the best technologies with our experienced and talented engineers, programmers, web designers and support specialists to deliver solutions that take our customers to the next level of productivity and results.

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.