Customer Advocacy & Escalations 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. 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.