Escalations Specialist, Customer Care (Hybrid)

Brother USA; Memphis (TN); Hybrid; USD 25,000 - 29,000; Full time

Benefits offered by this job

Health, vision and dental insurance

401(k) employer match

Educational assistance program

Job summary

Brother USA is seeking a skilled Customer Care Escalations Representative to own escalated customer issues across all product categories. You will manage cases from inception to resolution, primarily via phone but also chat and email, delivering empathetic, high‑quality support.

You will collaborate with internal teams to resolve complex problems, maintain call quality, and contribute to process improvements while supporting a hybrid work model in Bartlett, TN.

Qualifications

• Minimum 3 years in customer service.
• Experience handling escalations or complex cases.
• Spanish preferred.

Responsibilities

• Serve as the primary point of care for escalated issues across product categories.
• Manage customer cases from initiation to resolution with documentation.
• Communicate via phone, chat, email, and other channels with empathy and clarity.
• Guide customers through procedures and subscriptions using knowledge resources.
• Analyze root causes and suggest process improvements.

Skills

Problem solving

Communication

Composure under pressure

CRM software

Attention to detail

Education

High School Diploma

Tools

CRM software

Job description

Brother USA is seeking a skilled Customer Care Escalations Representative to own escalated customer issues across all product categories. You will manage cases from inception to resolution, primarily via phone but also chat and email, delivering empathetic, high‑quality support.

You will collaborate with internal teams to resolve complex problems, maintain call quality, and contribute to process improvements while supporting a hybrid work model in Bartlett, TN.