Customer Escalation Associate

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

At-a-Glance:

Are you ready to build your career by joining an international automotive company? If so, our client is hiring a Customer Escalation Associate.

Position Type:

• Contract
• On-Site

Required:

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

Core Competencies:

• Customer focus, empathy, active listening, and professionalism
• Clear verbal and written communication
• Problem-solving, adaptability, attention to detail, and accountability
• Positive attitude, patience, time management, and willingness to learn

Technical Skills:

• Basic Microsoft Office proficiency
• Experience with customer service platforms or CRM tools (training provided)
• Comfortable navigating digital systems and learning new technologies

Preferences:

• College coursework
• Interest in automotive and luxury brands
• Automotive experience

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