Brand Protection Specialist

West Shore Home • Harrisburg, PA

22h • Onsite

About The Position

The Brand Protection Specialist supports the Customer Service department by ensuring that all escalated customers are provided with a 5-star customer service experience. They will be a subject matter expert for all West Shore Home products and work collaboratively with General Managers to troubleshoot all escalated concerns. A Brand Protection Specialist will interact with customers at all levels and be able to de-escalate the most sensitive situations. They will be looking for every opportunity possible to enhance the customer service experience.

Requirements

• High school diploma required.
• Minimum of two (2) years of customer service experience.
• Must have a valid smart phone or smart device to log in to Company required systems using two-factor authentication.

Nice To Haves

• Bachelor’s degree is preferred.

Responsibilities

• Collaborate with all business departments to troubleshoot and resolve operational issues efficiently.
• Deliver a 5-star experience to highly escalated customers, maintaining consistent and proactive communication throughout the resolution process.
• Respond promptly to all corporate correspondence and Better Business Bureau reviews within designated deadlines.
• Promote and uphold high standards for handling escalated customers across all branches.
• Maintain regular communication with branch and division leadership, providing updates on division performance and customer service metrics.
• Ensure compliance with all Company and departmental service and quality initiatives.

Benefits

• Comprehensive Health Insurance options (Medical, Dental, Vision, Accident, Life, Critical Illness, Short and Long-Term Disability)
• 401(k) plans with company match
• HSA plan with company match
• Paid holidays and paid time off (PTO)
• Employee Referral Program
• Employee Discount Program
• Paid training and unlimited professional growth potential

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED