Customer Advocate & Escalations 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

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.