Customer Escalation Associate

At-a-Glance

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

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.
• 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.

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.

Position Type: Contract. On-Site Required.