Customer Experience Escalation Specialist

Spotless Brands LLC; Herndon (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

Spotless Brands LLC seeks a Customer Experience Coordinator to manage escalated customer concerns, processing refunds, and improving satisfaction through timely, professional follow-up. You will work with the customer service vendor as the main contact for escalated cases, ensuring quick resolution in a fast-paced environment.

This role emphasizes problem solving, clear communication, and courteous service when dealing with challenging situations, while supporting compliance with policies and

Qualifications

• High School Diploma or equivalent preferred, not required.
• 1+ years of experience in customer service, retail, hospitality, or call center environments preferred.
• Strong written and verbal communication skills.
• Minimum of 16 years of age or minimum state law.
• Must pass a background check in accordance with company policies and applicable laws.

Responsibilities

• Serve as the primary point of contact for exception-based issues related to customer complaints escalated through the customer service platform vendor.
• Partner with internal stakeholders to ensure timely resolution of customer-impacting issues.
• Manage and resolve escalated customer complaints that exceed the vendor's scope.
• Analyze complaint trends and recommend corrective actions to the Director of Operations.
• Authorize and process refunds, and maintain records for auditing and reporting.
• Prepare and present regular reports on customer feedback, complaint resolution, and refund activities.

Skills

Interpersonal communication

Analytical thinking

Customer service mindset

Problem solving

Attention to detail

Education

High School Diploma or equivalent

Tools

CRM software

MS Excel

Job description

Spotless Brands LLC seeks a Customer Experience Coordinator to manage escalated customer concerns, processing refunds, and improving satisfaction through timely, professional follow-up. You will work with the customer service vendor as the main contact for escalated cases, ensuring quick resolution in a fast-paced environment.

This role emphasizes problem solving, clear communication, and courteous service when dealing with challenging situations, while supporting compliance with policies and