Lead (Tier 2) Customer Experience Specialist
About The Position
Peacock Alley has established itself as a prominent premium bed and bath liner provider over the last 50 years, with collections originating from the finest mills in Italy, Portugal, and other nations. The company prides itself on creating exquisite products through meticulous manual processes, including cutting, sewing, and embroidery, all done at its workshop in Dallas, Texas. The Customer Experience Specialist – Tier 2 serves as an elevated point of contact for customers, handling routine, complex, and escalated inquiries that require a higher level of expertise, judgment, and product knowledge. This position is responsible for delivering a white-glove service experience that reflects the brand's commitment to excellence across in-store, phone, and online channels. In addition to advanced customer-facing responsibilities, this role provides essential administrative support to the broader business operations.
Requirements
- High school diploma or equivalent required
- Minimum 2–3 years of customer service experience, preferably in a retail, luxury goods, or creative or design environment
- Demonstrated ability to handle escalated or complex customer issues with poise and professionalism
- Strong listening, written and verbal communication skills in English
- Proficiency with Microsoft Office Suite and/or Google Workspace
- Ability to work in a fast-paced, multi-channel environment while maintaining attention to detail
Nice To Haves
- Some college preferred
- Experience with Zoho or similar CRM or ERP platforms a plus
- Prior experience in a senior customer service role
- Background in luxury retail, home décor, interior design, or a related field
- Familiarity with e-commerce platforms and online order management
- Bilingual (English/Spanish) a plus
Responsibilities
- Interact with customers to provide basic or scripted information in response to routine inquiries about products, orders, and services across multiple channels including phone, email, live chat, and in-store support
- Serve as the escalation point for complex or unresolved customer inquiries referred from other representatives, ensuring timely and satisfactory resolution
- Handle high-sensitivity customer situations including order disputes, product complaints, return/exchange exceptions, and shipping or fulfillment issues with professionalism and discretion
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Refer unresolved customer grievances to designated departments for further investigation
- Identify patterns in escalated issues and communicate recurring concerns to management to support continuous service improvement
- Collaborate cross-functionally with store teams, fulfillment, and vendors to resolve complex customer cases efficiently
- Maintain thorough and accurate documentation of all customer interactions and resolutions in the Zoho
- Perform a variety of administrative duties to support day-to-day business operations, including data entry, report preparation, correspondence, and file maintenance
- Assist with order management tasks including order entry, tracking, and coordination with fulfillment and logistics partners
- Support inventory-related administrative functions as needed
- Assist with scheduling, communications, or operational projects as directed by management
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
