Escalation Specialist - Customer Experience Champion

Adorama; New York (NY); On-site; USD 36,000 - 43,000; Full time

Job summary

Adorama in New York City is seeking a Customer Service Escalation Specialist to resolve complex customer concerns that go beyond standard support. You will work with frontline agents and cross-functional teams to drive timely resolutions, manage escalations, and communicate clear guidance to customers.

Ideal candidates balance strong problem-solving and communication skills with attention to detail and a sense of urgency, while protecting the customer experience and business interests.

Qualifications

• 3+ years of customer service, escalations, operations, or related experience in a retail or ecommerce environment.
• Strong customer-focused problem-solving skills.
• Excellent verbal and written communication abilities.
• Proficiency with Microsoft Office Suite, including Outlook and Excel.
• Strong organizational skills and attention to detail.
• Ability to work independently and exercise sound judgment in decision-making

Responsibilities

• Investigate and resolve complex customer escalations that cannot be resolved through standard procedures.
• Analyze shipping, returns, refunds, payment issues, delivery disputes, damaged items, and missing items.
• Conduct detailed investigations using order history, account activity, carrier info, and documentation.
• Identify root causes and communicate findings and next steps to stakeholders.
• Make sound business decisions based on policies, risk, and impact.
• Partner with internal departments including Customer Service, Warehouse Operations, Accounting, Shipping, Fraud Prevention, Vendor Relations, and Management.
• Escalate urgent or unresolved issues to leadership when appropriate.
• Identify potentially fraudulent activity and policy abuse.
• Assist in preventing unnecessary costs through proper investigation.
• Monitor recurring complaints and identify larger operational issues.
• Recommend process improvements to reduce escalations.
• Document case findings thoroughly and accurately.
• Build relationships across departments to speed resolutions.
• Exercise increasing authority regarding refunds, replacements, exceptions, and claim determinations.
• Responsibilities may evolve; may take on additional duties as needed.

Skills

Customer service

Escalations

Problem solving

Communication

Detail oriented

Multi-tasking

Conflict resolution

Tools

Microsoft Office

Outlook

Excel

Job description

Adorama in New York City is seeking a Customer Service Escalation Specialist to resolve complex customer concerns that go beyond standard support. You will work with frontline agents and cross-functional teams to drive timely resolutions, manage escalations, and communicate clear guidance to customers.

Ideal candidates balance strong problem-solving and communication skills with attention to detail and a sense of urgency, while protecting the customer experience and business interests.