Customer Experience & Escalation Champion

AlphaGraphics US 219; Houston (TX); On-site; USD 34,000 - 38,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Company parties

Employee discounts

Health insurance

Opportunity for advancement

Paid time off

Job summary

AlphaGraphics of West Houston is hiring a Customer Experience & Escalation Specialist to be the voice and calm center of our operation. You’ll handle inquiries, complaints, and escalations with professionalism, empathy, and composure in a fast-paced setting.

You will document interactions, coordinate with production teams, and help resolve issues while maintaining high customer satisfaction. Location is Houston, full-time, with growth opportunities and supportive teammates.

Qualifications

• 1–2 years of customer service, call center, or front-line experience in a fast-paced environment.
• Proven success in de-escalating challenging situations while maintaining professionalism.
• Strong multitasking and organizational skills; able to handle multiple customers or issues simultaneously.
• Excellent verbal and written communication skills with emotional intelligence.
• Experience using order management or CRM systems (PrintSmith experience a plus).

Responsibilities

• Handle escalated customer issues via phone, email, or in person with professionalism, empathy, and urgency.
• Actively listen to customers’ concerns, diffuse frustration, and work toward resolution while maintaining company integrity.
• Accurately document and track customer interactions, issues, and outcomes in our systems.
• Coordinate with production and management teams to resolve service challenges quickly and effectively.
• Maintain composure and focus in high-stress, fast-paced environments.
• Identify recurring issues and propose process improvements to prevent future escalations.
• Support teammates with guidance and positivity to keep morale high during busy periods.

Skills

Customer service

Call center

Front-line

Tools

PrintSmith

Job description

AlphaGraphics of West Houston is hiring a Customer Experience & Escalation Specialist to be the voice and calm center of our operation. You’ll handle inquiries, complaints, and escalations with professionalism, empathy, and composure in a fast-paced setting.

You will document interactions, coordinate with production teams, and help resolve issues while maintaining high customer satisfaction. Location is Houston, full-time, with growth opportunities and supportive teammates.