Representative, Customer Care, Escalations

Representative, Customer Care, Escalations

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey.

BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother's Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

The Representative, Customer Care, Escalations, handles escalated customer issues with professionalism and efficiency. This role is the primary contact for complex cases, ensuring timely resolution and high customer satisfaction. The role supports all product categories and services, including BMG (Business Machine Group), HAD (Home Appliance Division), BMS (Brother Mobile Solutions), and applications. The Representative, Customer Care, Escalations navigates challenging situations and collaborates across teams to enhance the overall customer experience.

Duties & Responsibilities

• Escalation Support & Resolution:
  Serve as the primary point of care for escalated customer issues across all product categories, taking full ownership to resolve inquiries, complaints, and concerns, delivering a supportive, high-quality experience beyond first-tier support
• Manage customer cases from initiation to resolution using case management tools, ensuring timely follow-up, documentation, and closure
• Primarily via phone (also chat, email, and other channels), actively listen to customers, demonstrate empathy, and offer appropriate resolutions, product & service solutions, including solution-oriented sales, up-selling, cross-selling, and loyalty program enrollments
• Guide customers through procedures and subscription services using support tools and knowledge resources
• Analyze the root cause of escalations and recommend process improvements to prevent recurrence
• Maintain accurate records of all interactions, including incident details, actions taken, and resolution outcomes
• Handle order entry and tracking, provide updates, and share product, pricing, and service center information
• Leverage your customer service expertise to drive customer satisfaction
• Contribute to team initiatives focused on improving customer experience, process efficiency, and service quality
• Collaborate with internal teams, including technical solutions, Brother Direct sales, and other Business Units, to resolve issues
• Quality & Performance Excellence:
  Adhere to established call quality standards to ensure a consistent customer experience
• Maintain key performance metrics, including talk time, release time, occupancy, and call volume, within guidelines
• Continuous Learning & Knowledge Development:
  Complete the assigned training to increase knowledge and understanding of all of Brother's products and services
• Proactively expand technical proficiency and digital fluency to drive the customer experience strategy
• Receive systemic coaching sessions from the team lead to strengthen skills and performance
• Utilize a continuous improvement mindset to help make improvements and identify opportunities for process and service enhancements

Experience & Qualifications

• Education:
  
  High School Diploma (or G.E.D.)
• Experience:
  
  Minimum 3 years proven experience in customer service, with a focus on handling escalations or complex cases
• Languages:
  
  Spanish preferred
• Software/Technical
  
  Skills:
  
  Exceptional problem-solving and decision-making…