Customer Experience Escalations Specialist

Bray and Scarff; Laurel (MD); On-site; USD 33,062,000 - 74,501,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Training & development

Vision insurance

Job summary

Bray and Scarff in Laurel, MD is seeking a Customer Experience Specialist to own time-sensitive customer escalations and coordinate across sales and operations. The role requires calm, process-oriented handling of complaints, with reporting of findings to leadership to support growth and accountability.

The position is in-person, Monday through Friday, 8:00 AM to 5:00 PM, with training across departments to learn processes and policies. Strong communication and CRM/Excel skills are preferred.

Qualifications

• Previous experience in Customer Service, Escalations, or Complaint Resolution.
• Strong verbal and written communication skills, with the ability to show compassion and empathy through both outlets.
• Intermediate computer skills and the ability to interact with a CRM system and Excel.
• Strong attention to detail when navigating an escalated customer’s path.
• Ability to work in a fast-paced environment.
• Ability to follow established procedures.
• Willingness to learn departmental processes, and offer improvements to them over time.

Responsibilities

• Serve as the primary owner for escalated customer complaints referred in from sales associates, delivery teams, service staff, and other leadership
• Investigate and lay out a timeline for how escalations begin, notating points of failure
• Negotiate and authorize resolutions within defined limits, including replacements, repairs, refunds, pricing adjustments, or expedited services
• De-escalate frustrated customers, leading with empathy and professionalism
• Partner with the operational departments to ensure ownership falls in the right category
• Coordinate with manufacturer partners when applicable
• Maintain accurate records of all escalations and communications within applicable CRM systems
• Conduct post-resolution check-ins on major escalations to confirm the fix, and customer satisfaction
• General office duties
• Any other duties as assigned by the Customer Experience Manager

Skills

Customer service

Escalations

Complaint resolution

Communication

Attention to detail

Fast-paced work

Procedures

Process improvement

CRM systems

Excel

Tools

CRM systems

Excel

Job description

Bray and Scarff in Laurel, MD is seeking a Customer Experience Specialist to own time-sensitive customer escalations and coordinate across sales and operations. The role requires calm, process-oriented handling of complaints, with reporting of findings to leadership to support growth and accountability.

The position is in-person, Monday through Friday, 8:00 AM to 5:00 PM, with training across departments to learn processes and policies. Strong communication and CRM/Excel skills are preferred.