Automotive Escalation Specialist

Creative Solutions Services, LLC; Sandy Springs (GA); On-site; USD 40,000 - 60,000; Full time

Job summary

Creative Solutions Services, LLC is hiring a Customer Escalation Associate for an international automotive company. This on-site contract role is based in Sandy Springs, GA, and focuses on first-tier escalations, customer satisfaction, and seamless dealership collaboration.

The ideal candidate has a high school diploma, 2 years in customer service, strong communication and emotional intelligence, and the ability to stay calm in challenging situations.

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.

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

Skills

Communication

Emotional intelligence

Customer service

Calm under pressure

MS Office

Education

High school diploma

Tools

CRM tools

Job description

Creative Solutions Services, LLC is hiring a Customer Escalation Associate for an international automotive company. This on-site contract role is based in Sandy Springs, GA, and focuses on first-tier escalations, customer satisfaction, and seamless dealership collaboration.

The ideal candidate has a high school diploma, 2 years in customer service, strong communication and emotional intelligence, and the ability to stay calm in challenging situations.