Escalations & Fraud Support Specialist (Onsite)

The Nagler Group; Exeter (NH); On-site; USD 30,000 - 33,000; Full time

Job summary

The Nagler Group seeks a Customer Service Representative for an onsite role in Exeter, NH. You will handle escalated inquiries, assist with front desk duties, and collaborate with teams to improve processes. This full-time position features a Monday–Friday schedule and pay in the $22–$24/hour range.

Ideal candidates have experience in high-volume customer service, strong communication, and the ability to research and resolve issues quickly. Overtime may be required during peak seasons.

Qualifications

• Experience handling customer service calls in a high-volume environment.
• Strong communication, problem-solving, and de-escalation skills.
• CRM or ticketing platform experience is a plus.
• Detail-oriented with ability to research information and make sound decisions.
• Comfortable handling refunds and financial transactions.

Responsibilities

• Handle complex and escalated customer inquiries by phone, email, and chat.
• Research issues, resolve customer concerns, and process refunds when appropriate.
• Support the Tier I customer service team with escalated issues and requests.
• Manage advanced order inquiries and coordinate with delivery carriers as needed.
• Follow up on open issues to ensure timely and positive resolutions.
• Review orders flagged by fraud-monitoring software and determine next steps.
• Provide front desk coverage, including greeting visitors and handling incoming mail/packages.
• Collaborate with internal teams and assist with special projects and process improvements.

Skills

Customer service

Communication

De-escalation

Research skills

CRM experience

Teamwork

Refund processing

Tools

CRM platform

MS Office

Job description

The Nagler Group seeks a Customer Service Representative for an onsite role in Exeter, NH. You will handle escalated inquiries, assist with front desk duties, and collaborate with teams to improve processes. This full-time position features a Monday–Friday schedule and pay in the $22–$24/hour range.

Ideal candidates have experience in high-volume customer service, strong communication, and the ability to research and resolve issues quickly. Overtime may be required during peak seasons.