Customer Escalation Associate

At-a-Glance:
Are you ready to build your career by joining an international automotive company?  If so, our client is hiring a Customer Escalation Associate.

Position Type:

• Contract
• On-Site

Required:

Qualifications:

• High school diploma or equivalent
• 2 years of customer service, retail, or call center experience
• Strong communication and emotional intelligence
• Ability to remain calm in challenging situations

Core Competencies:

• Customer focus, empathy, active listening, and professionalism
• Clear verbal and written communication
• Problem-solving, adaptability, attention to detail, and accountability
• Positive attitude, patience, time management, and willingness to learn

Technical Skills:

• Basic Microsoft Office proficiency
• Experience with customer service platforms or CRM tools (training provided)
• Comfortable navigating digital systems and learning new technologies

Preferences:

• College coursework
• Interest in automotive and luxury brands
• Automotive experience

Responsibilities:

• Support first-tier escalated customer inquiries with clear communication and timely follow-up
• Coordinate with dealerships to resolve concerns and enhance customer satisfaction
• Manage and resolve first-level escalated customer issues professionally and empathetically
• Escalate complex cases to Tier 2 Advocacy as needed
• Deliver clear and confident post-warranty resolution decisions
• Conduct research and document all interactions in internal systems
• Coordinate with dealership partners to support case outcomes
• Follow up consistently to ensure timely resolutions
• Identify patterns and suggest process improvements

Get in Touch:

We want to hear from you! If you think you'd be a good match, submit your resume and reach out to Shweta at 862-895-5570 to learn more.

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