Customer Experience & Escalation Specialist

AlphaGraphics of West Houston is guided by Warrior Spirit, Radical Self-Responsibility, Understanding, and Collaboration. We thrive in fast-moving environments, turning challenges into positive outcomes while maintaining humor, empathy, and accountability.

About the role

The Customer Experience & Escalation Specialist acts as the voice and calm center of our operation, managing customer inquiries, complaints, and service escalations with professionalism and empathy. You’ll ensure customers feel supported and valued in every interaction while balancing multiple priorities in a busy environment.

Responsibilities

• Handle escalated customer issues via phone, email, or in person with professionalism, empathy, and urgency.
• Actively listen to customers’ concerns, diffuse frustration, and work toward resolution while maintaining company integrity.
• Accurately document and track customer interactions, issues, and outcomes in our systems.
• Coordinate with production and management teams to resolve service challenges quickly and effectively.
• Manage multiple orders and service inquiries simultaneously, prioritizing high-impact issues.
• Maintain composure and focus in high-stress, fast-paced environments.
• Communicate complex or sensitive information clearly and confidently to customers and teammates.
• Identify recurring issues and propose process improvements to prevent future escalations.
• Support teammates with guidance and positivity to keep morale high during busy periods.

Requirements

• Warrior Spirit: Stay calm under pressure, act quickly, and bring your best energy to every challenge.
• Radical Self-Responsibility: Own your role and handle escalations with honesty and accountability.
• Collaborator: Work with others to solve problems and uplift the team, even during tough days.
• Self-Starter: Take initiative and follow through until issues are resolved.
• Understanding: Show empathy, patience, and professionalism with every customer, no matter the circumstance.

Qualifications

• 1–2 years of customer service, call center, or front-line experience in a fast-paced environment.
• Proven success in de-escalating challenging situations while maintaining professionalism.
• Strong multitasking and organizational skills; able to handle multiple customers or issues simultaneously.
• Excellent verbal and written communication skills with emotional intelligence.
• Experience using order management or CRM systems (PrintSmith experience a plus).
• A team-first mindset and resilience to stay positive during high-volume days.

Benefits

• 401(k)
• 401(k) matching
• Company parties
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off

Pay

$16.72 per hour

Location: 10700 Hammerly Blvd., Ste 115, Houston, TX 77043
Employment Type: Full-time