Consumer Relations Specialist

Sony Electronics; San Diego (CA); On-site; USD 57,382 - 76,509; Full time

Job summary

Sony Electronics is seeking a skilled Senior Customer Escalations Specialist in San Diego, CA to act as the primary contact for customers and internal teams during complex resolution processes.

You will resolve high-severity complaints, de-escalate emotionally charged situations, and coordinate refunds, hardware replacements, and goodwill gestures within policy limits. A strong background in consumer electronics support and Salesforce Service Cloud is essential.

Qualifications

• 3+ years in escalated support, consumer relations, or community management.

Responsibilities

• Serve as single point of contact for the customer and internal stakeholders throughout the resolution process.
• Resolve high-severity complaints and de-escalate emotionally charged situations.
• Issue refunds, hardware replacements, and goodwill gestures per policy.
• Coordinate customer advocacy tasks and oversee Canadian Legal Warranty and OPC claims.
• Respond to inbound emails from dissatisfied customers; monitor sentiment across public channels.
• Provide data to stakeholders and help improve knowledge bases.
• Suggest new or updated help center articles from insights.

Skills

Escalated support

Consumer relations

Written communication

Calm under pressure

Technical explanations

Education

High School Diploma

Bachelor’s Degree preferred

Tools

Salesforce Service Cloud

Microsoft Office

Generative AI tools

Job description

Responsibilities

• Executive & Critical Escalations: Help resolve high-severity complaints; assist with de-escalating emotionally charged situations to protect our brand reputation.
  • Serve as the single point of contact for the customer and internal stakeholders throughout the entire resolution process.
  • Effectively de-escalate customer concerns and work toward timely, satisfactory resolutions.
  • Issue refunds, hardware replacements, and other goodwill gestures up to a defined financial threshold based on escalation policy guidelines.
• Consumer Advocacy Activity: Responding to and coordinating customer advocacy tasks as assigned.
  • Oversee execution of activities related to Canadian Legal Warranty and OPC claims process for SNA’s Canadian Service business
• Voice of the Customer Escalation:
  • Manage and respond to inbound emails from dissatisfied customers originating from social media channels. Provide high-touch support to de-escalate concerns and work toward a positive resolution.
  • Proactively monitor and report on customer sentiment across public channels, including Sony’s Community Discussion Boards, Retailer Reviews, and App Store Reviews. You will identify emerging trends (e.g., a specific firmware bug) before they become widespread issues.
  • Share qualitative data from your casework and community findings with internal stakeholders.
  • Assist in data collection from Community, Dealer Reviews and other consumer touchpoints.
• 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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