Customer Experience & Escalation Specialist

AlphaGraphics - US553•Houston, TX

37d•$17

About The Position

The Customer Experience & Escalation Specialist plays a vital role as the voice and calm center of our operation. You’ll manage customer inquiries, complaints, and service escalations while maintaining professionalism, empathy, and composure. You’ll balance multiple priorities in a busy environment, ensuring customers leave every interaction feeling supported and valued.

Requirements

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.
A team-first mindset and resilience to stay positive during high-volume days.

Nice To Haves

Experience using order management or CRM systems (PrintSmith experience a plus).

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.