Customer Experience Specialist

Bray & Scarff; Laurel (MD); On-site; USD 50,000 - 54,000; Full time

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.

Skills

Communication skills

CRM proficiency

Excel

Attention to detail

Time management

Tools

CRM system

Excel

Job description

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Training & development
• Vision insurance

Compensation / Job Specifics:

• This position is posted at $24 - $26/hr
• This position is in-person in Laurel Maryland
• The work days for this position are Monday - Friday
• The hours for this position are 8:00AM - 5:00PM
• Training will take place by spending a few weeks in each of the operational departments, learning processes and policies

Job Summary

The Customer Experience Specialist is responsible for owning time-sensitive customer issues that come through Bray and Scarff. These escalations can come because of damaged or defective appliances, missed deliveries, disputed charges, or service breakdowns that aren’t able to be resolved at their point of origin. This person should be a calm, process-oriented employee who can coordinate across operational and sales departments. They should then be prepared to report out the findings to applicable leadership to ensure Bray and Scarff continues to grow as an organization.

Essential Duties

• 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

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

Work Environment

• Office Environment
• Monday – Friday 8:00AM – 5:0PM
• Regular interaction with department leadership, and employees involved with an escalated customer
• Professional conduct presented while interacting with vendor partners and customers