Senior Consumer Relations & Escalations Lead

Sony Corporation; San Diego (CA); Hybrid; USD 57,382 - 76,509; Full time

Benefits offered by this job

Healthcare benefits (medical, dental,

Vision

401k with matching

Vacation time

Education assistance

Student loan assistance

Sick leave

Parental leave

Job summary

Sony Electronics Inc. in San Diego seeks a Consumer Relations Specialist to manage high-stakes escalations and advocate for customers across forums, stores, and social channels. The role emphasizes calm, empathetic communication and data-driven improvements.

Join a team that supports a hybrid home/office workplace and values innovation, collaboration, and quality customer experiences. Eligible for a comprehensive benefits package and bonus opportunities based on company performance.

Qualifications

• 3+ years of experience in escalated support, consumer relations, or community management.
• High School Diploma required; Bachelor’s Degree preferred.
• Exceptional written communication skills.
• Familiarity with Salesforce Service Cloud and Microsoft Office; experience with AI tools is a plus.

Responsibilities

• Executive & Critical Escalations: Resolve high-severity complaints and de-escalate emotionally charged situations.
• Consumer Advocacy Activity: Coordinate customer advocacy tasks and Canadian warranty/OPC claims where applicable.
• Voice of the Customer Escalation: Manage inbound emails from dissatisfied customers and monitor sentiment across channels.
• Data collection: Provide qualitative data from cases and community findings to internal stakeholders.
• Knowledge base: Suggest new or updated articles for customer-facing help center and internal docs.

Skills

Escalated support experience

Consumer relations

Community management

Written communication

Education

High School Diploma

Bachelor's degree preferred

Tools

Salesforce Service Cloud

Microsoft Office

Generative AI tools

Job description

Sony Electronics Inc. in San Diego seeks a Consumer Relations Specialist to manage high-stakes escalations and advocate for customers across forums, stores, and social channels. The role emphasizes calm, empathetic communication and data-driven improvements.

Join a team that supports a hybrid home/office workplace and values innovation, collaboration, and quality customer experiences. Eligible for a comprehensive benefits package and bonus opportunities based on company performance.