CX & Escalation Specialist — Calm, Quick Resolutions

AlphaGraphics; Houston (TX); On-site; USD 29,561 - 39,995; 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 of West Houston is seeking a Customer Experience & Escalation Specialist to manage inquiries, complaints, and escalations with empathy and professionalism. You will document interactions, coordinate with production and management, and ensure timely resolutions while maintaining customer trust.

The role requires 1-2 years of frontline customer service, strong communication, and the ability to handle multiple tasks in a busy setting. $16.72/hour, full-time, Houston, TX location.

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 with emotional intelligence.

Responsibilities

• Handle escalated customer issues via phone, email, or in person with professionalism, empathy, and urgency.
• Actively listen to customers' concerns, diffuse frustration, and work toward resolution while maintaining company integrity.
• 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.
• Manage multiple orders and service inquiries simultaneously, prioritizing high-impact issues.
• Maintain composure and focus in high-stress, fast-paced environments.
• Communicate complex or sensitive information clearly and confidently 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

Communication

Empathy

Multitasking

CRM systems

Tools

PrintSmith

Job description

AlphaGraphics of West Houston is seeking a Customer Experience & Escalation Specialist to manage inquiries, complaints, and escalations with empathy and professionalism. You will document interactions, coordinate with production and management, and ensure timely resolutions while maintaining customer trust.

The role requires 1-2 years of frontline customer service, strong communication, and the ability to handle multiple tasks in a busy setting. $16.72/hour, full-time, Houston, TX location.