Customer Experience & Escalations Specialist

Bray & Scarff

Laurel (MD)

On-site

USD 50,000 - 54,000

Full time

5 days ago

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Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Training & development

Vision insurance

Job summary

Bray & Scarff in Laurel, MD is seeking a Customer Experience Specialist to own time-sensitive escalations from sales, delivery, service and leadership, ensuring calm, process-driven resolution across departments. This role emphasizes empathy, thorough documentation, and cross-functional collaboration to improve outcomes.

The position requires strong communication, CRM proficiency, and a willingness to train across departments during onboarding.

Qualifications

Experience in Customer Service, Escalations, or Complaint Resolution.
Strong verbal and written communication skills with empathy.
Intermediate computer skills with CRM and Excel.
Strong attention to detail when navigating an escalated customer’s path.

Responsibilities

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