Representative, Customer Care, Escalations

Brother International Corporation • Bartlett, TN

6d • Hybrid

About The Position

The Representative, Customer Care, Escalations handles complex and escalated customer issues with professionalism and efficiency. As the primary contact for these cases, the representative takes ownership from initiation through resolution, ensuring timely follow-up, accurate documentation, and high customer satisfaction. The role supports all product categories and services, including BMG (Business Machine Group), HAD (Home Appliance Division), BMS (Brother Mobile Solutions), and applications.

The representative primarily assists customers by phone, with additional support through chat, email, and other channels. The role involves listening with empathy, providing appropriate product and service solutions, guiding customers through procedures and subscriptions, and collaborating with internal teams to resolve issues. Representatives also analyze escalation root causes, recommend process improvements, contribute to customer-experience initiatives, and maintain performance and quality standards.

This is a hybrid role. Subject to business needs, employees may work remotely up to two days per week, with assigned office days determined by the manager. The targeted base salary range is $18.00–$21.00 per hour. The salary accounts for the entirety of on-target earnings; no additional incentives or variable pay apply.

Requirements

• High school diploma or GED.
• At least 3 years of experience.
• Proven customer service experience, with a focus on handling escalations or complex cases.
• Exceptional problem-solving and decision-making skills.
• Strong verbal and written communication abilities.
• Ability to remain calm and professional under pressure.
• Proficiency with customer relationship management (CRM) systems and customer service software.
• High attention to detail and strong organizational skills.
• Experience in conflict resolution or mediation.
• Ability to quickly learn and apply knowledge of product features, procedures, subscriptions, and service policies.
• Typing speed of at least 40 words per minute.

Nice To Haves

• Spanish language skills are preferred.
• Familiarity with industry-specific regulations and compliance standards.

Responsibilities

• Serve as the primary point of care for escalated customer issues across all product categories, taking ownership of inquiries, complaints, and concerns and delivering a supportive, high-quality experience beyond first-tier support.
• Manage customer cases from initiation to resolution using case management tools, ensuring timely follow-up, documentation, and closure.
• Assist customers primarily by phone, as well as through chat, email, and other channels; listen actively, demonstrate empathy, and provide appropriate resolutions and product or service solutions, including solution-oriented sales, upselling, cross-selling, and loyalty program enrollments.
• Guide customers through procedures and subscription services using support tools and knowledge resources.
• Analyze the root causes of escalations and recommend process improvements to prevent recurrence.
• Maintain accurate records of interactions, including incident details, actions taken, and resolution outcomes.
• Handle order entry and tracking, provide updates, and share product, pricing, and service center information.
• Use customer service expertise to drive customer satisfaction.
• Contribute to team initiatives that improve customer experience, process efficiency, and service quality.
• Collaborate with internal teams, including technical solutions, Brother Direct sales, and other business units, to resolve issues.
• Adhere to established call quality standards.
• Maintain key performance metrics, including talk time, release time, occupancy, and call volume, within guidelines.
• Complete assigned training to increase knowledge and understanding of Brother products and services.
• Proactively expand technical proficiency and digital fluency to support the customer experience strategy.
• Participate in systemic coaching sessions with the team lead to strengthen skills and performance.
• Apply a continuous-improvement mindset to identify opportunities for process and service enhancements.

Benefits

• Health insurance effective from the first day of employment.
• Vision insurance effective from the first day of employment.
• Dental insurance effective from the first day of employment.
• 401(k) retirement savings plan with an employer match of up to 100% of the first 4% of employee contributions; employer matches vest immediately.
• Educational assistance program reimbursing up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs.
• Hybrid work schedule, with remote work permitted up to two days per week subject to business needs.
• Flexible Fridays.
• Casual dress code.
• Facilitated courses and certificate programs, as well as resources for self-paced learning.

What This Job Offers

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