Consumer Relations Specialist

Responsibilities

• Help resolve high-severity complaints; assist with de-escalating emotionally charged situations to protect our brand reputation.
• Serve as the single point of contact for the customer and internal stakeholders throughout the entire resolution process.
• Effectively de-escalate customer concerns and work toward timely, satisfactory resolutions.
• Issue refunds, hardware replacements, and other goodwill gestures up to a defined financial threshold based on escalation policy guidelines.
• Responding to and coordinating customer advocacy tasks as assigned.
• Oversee execution of activities related to Canadian Legal Warranty and OPC claims process for SNA’s Canadian Service business.
• Manage and respond to inbound emails from dissatisfied customers originating from social media channels. Provide high-touch support to de-escalate concerns and work toward a positive resolution.
• Proactively monitor and report on customer sentiment across public channels, including Sony’s Community Discussion Boards, Retailer Reviews, and App Store Reviews.
• Identify emerging trends (e.g., a specific firmware bug) before they become widespread issues.
• Share qualitative data from your casework and community findings with internal stakeholders.
• Aid in data collection from Community, Dealer Reviews and other consumer touchpoints.
• Use insights from customer issues to suggest new or updated articles for a customer-facing help center or internal knowledge base.
• Provide Service data in response to requests from internal stakeholders for high-visibility public complaints.

Requirements

• 3+ years of experience in escalated support, consumer relations, or community management, preferably within the consumer electronics or hardware industry.
• A High School Diploma required, Bachelor’s Degree preferred.
• Exceptional written communication skills are essential. Must be able to adapt tone from empathetic and apologetic to precise and clear for executive communications.
• Demonstrated ability to remain calm and professional under pressure. View a disgruntled customer as an opportunity to turn a relationship around.
• Familiarity with consumer electronics troubleshooting lifecycles (firmware updates, hardware returns, warranty logic) and the ability to explain complex technical concepts in simple terms.
• Experience with helpdesk software (Salesforce Service Cloud), Microsoft Office suite, generative AI tools.

Qualifications

Minimum qualifications include:

• Exceptional written communication skills are essential.
• Demonstrated ability to remain calm and professional under pressure.
• Familiarity with consumer electronics troubleshooting lifecycles (firmware updates, hardware returns, warranty logic).
• Experience with helpdesk software (Salesforce Service Cloud), Microsoft Office suite, generative AI tools.

Benefits

The anticipated base pay range for this position is $57,382 to $76,509. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

In addition to a competitive base salary, this position is also eligible for an annual corporate bonus plan, which is based on company performance and is not guaranteed, and a comprehensive benefits package including healthcare benefits (medical, dental, and vision), paid medical leave, a 401k plan with matching company contributions, vacation time, education assistance, student loan assistance program, eighty hours of paid sick leave time annually, and up to twelve weeks paid parental leave.