Customer Escalation Associate

Customer Escalation Associate

Are you ready to build your career by joining an international automotive company? If so, our client is hiring a Customer Escalation Associate.

Position Type:

• Contract
• On-Site

Required:

Qualifications:

• High school diploma or equivalent; college coursework preferred.
• 2+ years of customer service, retail, or call center experience.
• Strong communication and emotional intelligence.
• Ability to remain calm in challenging situations.
• Interest in automotive and luxury brands is a plus.

Core Competencies:

• Strong customer focus, empathy, active listening, and professionalism.
• Clear verbal and written communication.
• Problem-solving, adaptability, attention to detail, and accountability.
• Positive attitude, patience, time management, and willingness to learn.

Technical

Skills:

• Basic Microsoft Office proficiency.
• Experience with customer service platforms or CRM tools (training provided).
• Comfortable navigating digital systems and learning new technologies.

Schedule:

• Operational
  
  Hours:
  
  Monday - Friday, 9 AM - 8 PM.
• Must be flexible within scheduled shifts.

Training:

• 4 - 5 weeks, starting at 9 AM or 10 AM.

Responsibilities:

• Supports first-tier escalated customer inquiries, delivering clear communication, timely follow-up, and coordination with dealerships to resolve concerns.
• Role enhances customer satisfaction, brand loyalty, and efficient case management.

Key Responsibilities:

• Manage and resolve first-level escalated customer issues professionally and empathetically.
• Escalate complex cases to Tier 2 Advocacy as needed.
• Deliver clear and confident post-warranty resolution decisions.
• Conduct research and document all interactions in internal systems.
• Coordinate with dealership partners to support case outcomes.
• Follow up consistently to ensure timely resolutions.
• Identify patterns and suggest process improvements.