Strategic Customer Escalation Specialist

Creatorsworkhere; New York (NY); On-site; USD 75,768,000 - 89,544,000; Full time

Job summary

Adorama is seeking a Customer Service Escalation Specialist to resolve complex customer issues beyond standard service. You will analyze shipping, returns, payments, and account concerns, coordinating with multiple teams to deliver timely, fair resolutions.

The role requires strong communication, data-driven decision-making, and a proactive approach in a fast-paced environment. On-site presence is required three days per week in New York.

Qualifications

• 3+ years of customer service, escalations, operations, or related experience in a retail or ecommerce environment.
• Excellent verbal and written communication abilities.
• Proficiency with Microsoft Office Suite, including Outlook and Excel.

Responsibilities

• Investigate and resolve complex customer escalations that cannot be resolved through standard customer service procedures.
• Analyze customer concerns involving shipping, returns, refunds, payment issues, delivery disputes, damaged merchandise, missing items, and other escalated matters.
• Conduct detailed investigations by reviewing order history, account activity, carrier information, internal records, and customer-provided documentation.
• Clearly identify what occurred, determine root causes, and communicate findings and next steps to all stakeholders.
• Make sound business decisions based on available facts, policies, risk assessment, and customer impact.
• Partner with internal departments including Customer Service, Warehouse Operations, Accounting, Shipping, Fraud Prevention, Vendor Relations, and Management to expedite solutions.
• Escalate urgent or unresolved issues to leadership when appropriate.
• Identify potentially fraudulent activity, policy abuse, or suspicious customer behavior and recommend appropriate actions.
• Assist in preventing unnecessary costs through proper investigation and decision-making.
• Monitor recurring customer complaints and identify larger operational issues affecting the business.
• Recommend process improvements to reduce escalations and improve customer satisfaction.
• Document case findings thoroughly and accurately.
• Build strong working relationships across departments to facilitate faster customer resolutions.
• Exercise increasing levels of authority regarding refunds, replacements, exceptions, and claim determinations as assigned.
• Responsibilities may evolve over time; employees may be asked to take on additional duties as needed to support business priorities.

Skills

Customer service

Communication

Excel

Outlook

Organizational skills

Tools

Microsoft Office

Job description

Adorama is seeking a Customer Service Escalation Specialist to resolve complex customer issues beyond standard service. You will analyze shipping, returns, payments, and account concerns, coordinating with multiple teams to deliver timely, fair resolutions.

The role requires strong communication, data-driven decision-making, and a proactive approach in a fast-paced environment. On-site presence is required three days per week in New York.