Consumer Relations Specialist

Sony; San Diego (CA); Hybrid; USD 57,000 - 77,000; Full time

Benefits offered by this job

Hybrid home/office

Monthly Free Fridays

Health, dental, vision insurance

401(k) with company matching

Job summary

Sony Electronics Inc. is seeking a Consumer Relations Specialist to bridge between passionate customers and internal teams. You will manage high-stakes escalations, advocate for customers, and help translate feedback into improved self-service articles and internal knowledge bases.

The role requires 3+ years in escalated support or related fields, a HS diploma (Bachelor's preferred), and strong written communication. Benefits include a hybrid work model and robust healthcare and 401k programs.

Qualifications

• 3+ years in escalated support, consumer relations, or community management.
• Experience in consumer electronics or hardware industry preferred.

Responsibilities

• Executive & Critical Escalations: resolve high-severity complaints and de-escalate situations to protect brand reputation.
• Consumer Advocacy: respond to and coordinate customer advocacy tasks.
• Voice of the Customer escalation: use insights to improve help center or internal knowledge base.
• Provide service data to internal stakeholders for high-visibility public complaints.

Skills

Written communication

Calm under pressure

Empathy

Problem solving

Executive communications

Education

High School Diploma

Bachelor's Degree preferred

Tools

Salesforce Service Cloud

Microsoft Office

Generative AI tools

Job description

Sony Electronics Inc. islooking for the risk-takers, the collaborators, the inspired and the inspirational. We want the people who are brave enough to work at the cutting edge and create solutions that will enrich and improve the lives of people across the globe. In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity and Inclusion. In addition, our team members enjoy innovative work-life balance opportunities including a hybrid home/office workplace, monthly “Free Fridays”, and early shutdowns on Fridays throughout the year (including half-days during the summer).

Join us on our mission to fill the world with emotion through the power of creativity and technology.

A Consumer Relations Specialist serves as the critical link between Sony’s most passionate customers and our internal teams. In this role, you will move beyond standard troubleshooting to handle high-stakes “firefighting” and sensitive escalations. You will act as problem solver to resolve complex disputes, while simultaneously monitoring our community forums and store reviews to capture the “Voice of the Customer” and advocate improvements.

Responsibilities

• Executive & Critical Escalations: Help resolve high-severity complaints; assist with de-escalating emotionally charged situations to protect our brand reputation.

• Consumer Advocacy Activity : Responding to and coordinating customer advocacy tasks as assigned.

• Voice of the Customer Escalation:

• Use insights from customer issues to suggest new or updated articles for a customer-facing help center or internal knowledge base.

• Providing Service data in response to requests from internal stakeholders for high-visibility public complaints.

Minimum Requirements

• 3+ years of experience in escalated support, consumer relations, or community management, preferably within the consumer electronics or hardware industry.

• High School Diploma required, Bachelor’s Degree preferred

• Exceptional written communication skills are essential. You must be able to adapt your tone from empathetic and apologetic (for frustrated customers) to precise and clear for executive communications.

• Demonstrated ability to remain calm and professional under pressure. You view a disgruntled customer not as a nuisance, but as an opportunity to turn a relationship around.

• Familiarity with consumer electronics troubleshooting lifecycles (firmware updates, hardware returns, warranty logic) and the ability to explain complex technical concepts in simple terms.

• Experience with helpdesk software (Salesforce Service Cloud), Microsoft Office suite, generative AI tools.

The anticipated base pay range for this position is $57,382 to $76,509.The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

In addition to a competitive base salary, this position is also eligible for an annual corporate bonus plan, which is based on company performance and is not guaranteed, and a comprehensive benefits package including healthcare benefits (medical, dental, and vision), paid medical leave, a 401k plan with matching company contributions, vacation time, education assistance, student loan assistance program, eighty hours of paid sick leave time annually, and up to twelve weeks paid parental leave.

Honesty, integrity, and ethical conduct are material requirements for the responsibilities outlined above.

Sony Electronics is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.

Individuals residing, or applying to work, in California or Philadelphia. The Company will consider qualified applicants with arrest or conviction records in accordance with the California Fair Chance Act, Los Angeles City Fair Chance Act Ordinance, Los Angeles County Fair Chance Act Ordinance, and San Francisco Fair Chance Act Ordinance. Los Angeles applicants can review additional information regarding the Los Angeles City Fair Chance Act here, and Philadelphia applicants here.

Disability Accommodation for Applicants to Sony Electronics Inc. and Sony of Canada ULC

Sony Electronics Inc. and Sony of Canada ULC. provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at [e-mail], or you can mail your resume to: Sony Electronics, Human Resources Department, 16535 Via Esprillo, San Diego CA 92127. Please indicate the position you are applying for.

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