Escalations-Focused Customer Care Specialist

Socket.dev; Virginia Beach (VA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k)

Life Insurance

Paid Time Off

Family Leave

Disability

Training & Development

Employee Discount

Employee Assistance Program

Job summary

Grand Brands is seeking a Customer Care Specialist to turn problems into solutions. This role supports escalated customer situations, ensuring issues are resolved quickly and fairly, while upholding our values in every interaction.

This is a full-time, 40-hour-per-week position with 8-hour shifts across five days. Responsibilities include resolving escalated concerns, documenting interactions, and maintaining customer satisfaction throughout the order and delivery process.

Qualifications

• Strong customer service and communication skills.
• A positive, professional, and solutions-focused attitude.
• Ability to remain composed and effective when working with escalated or dissatisfied customers.
• Strong problem-solving and decision-making skills.
• Excellent attention to detail and follow-through.
• Ability to document interactions clearly and accurately.
• Strong analytical skills with the ability to recognize recurring customer or operational trends.
• Ability to work independently while knowing when additional management support is needed.
• Proficiency with Microsoft Office and the ability to work across multiple computer systems.

Responsibilities

• Provide exceptional customer service while maintaining a positive, solutions-oriented approach.
• Handle escalated customer concerns and work to positively influence the customer's overall experience.
• Develop a strong understanding of company products, processes, and policies in order to resolve concerns efficiently.
• Maintain accurate and detailed documentation of customer interactions, updates, and resolutions.
• Keep customer queues current and ensure timely follow-up throughout the resolution process.
• Make appropriate resolution decisions while considering both customer satisfaction and the company's business interests.
• Serve as a consistent point of contact for elevated customers throughout the order and delivery process.
• Resolve customer concerns independently when possible and recognize when an issue should be escalated to management.
• Review customer issues and identify trends that may help leadership improve processes and execution.
• Support Grand Brands' Core Values in daily interactions with customers and team members.

Skills

Customer service

Communication

Problem-solving

Professionalism

Escalation handling

Attention to detail

Documentation

Multitasking

Education

College degree or equivalent experience

Tools

Microsoft Office

Multiple computer systems

Job description

Grand Brands is seeking a Customer Care Specialist to turn problems into solutions. This role supports escalated customer situations, ensuring issues are resolved quickly and fairly, while upholding our values in every interaction.

This is a full-time, 40-hour-per-week position with 8-hour shifts across five days. Responsibilities include resolving escalated concerns, documenting interactions, and maintaining customer satisfaction throughout the order and delivery process.