Customer Experience & Escalation Pro

AlphaGraphics Norwalk; Houston (TX); On-site; USD 19,286 - 26,174; 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 West Houston is seeking a Customer Experience & Escalation Specialist to be the calm voice of our operation. You’ll manage customer inquiries, complaints, and service escalations while maintaining professionalism, empathy, and composure.

You’ll balance multiple priorities in a busy environment, ensuring customers leave every interaction feeling supported and valued. We value Warrior Spirit and Radical Self-Responsibility, offering a fast-paced team environment, full-time hours, and

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 and urgency.
• 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.
• Communicate complex or sensitive information clearly to customers and teammates.
• 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

De-escalation

Multitasking

Communication

Emotional intelligence

Tools

PrintSmith

Job description

AlphaGraphics West Houston is seeking a Customer Experience & Escalation Specialist to be the calm voice of our operation. You’ll manage customer inquiries, complaints, and service escalations while maintaining professionalism, empathy, and composure.

You’ll balance multiple priorities in a busy environment, ensuring customers leave every interaction feeling supported and valued. We value Warrior Spirit and Radical Self-Responsibility, offering a fast-paced team environment, full-time hours, and