Representative, Customer Care, Escalations

Role Overview

The Representative, Customer Care, Escalations, handles escalated customer issues with professionalism and efficiency. This role is the primary contact for complex cases, ensuring timely resolution and high customer satisfaction. The role supports all product categories and services, including BMG (Business Machine Group), HAD (Home Appliance Division), BMS (Brother Mobile Solutions), and applications.

The Representative, Customer Care, Escalations navigates challenging situations and collaborates across teams to enhance the overall customer experience.

Duties & Responsibilities

Escalation Support & Resolution:

• • Serve as the primary point of care for escalated customer issues across all product categories, taking full ownership to resolve inquiries, complaints, and concerns, delivering a supportive, high-quality experience beyond first-tier support
  • Manage customer cases from initiation to resolution using case management tools, ensuring timely follow-up, documentation, and closure
  • Primarily via phone (also chat, email, and other channels), actively listen to customers, demonstrate empathy, and offer appropriate resolutions, product & service solutions, including solution-oriented sales, up-selling, cross-selling, and loyalty program enrollments
  • Guide customers through procedures and subscription services using support tools and knowledge resources
  • Analyze the root cause of escalations and recommend process improvements to prevent recurrence
  • Maintain accurate records of all interactions, including incident details, actions taken, and resolution outcomes
  • Handle order entry and tracking, provide updates, and share product, pricing, and service center information
  • Leverage your customer service expertise to drive customer satisfaction
  • Contribute to team initiatives focused on improving customer experience, process efficiency, and service quality
  • Collaborate with internal teams, including technical solutions, Brother Direct sales, and other Business Units, to resolve issues

Quality & Performance Excellence:

• • Adhere to established call quality standards to ensure a consistent customer experience
  • Maintain key performance metrics, including talk time, release time, occupancy, and call volume, within guidelines

Continuous Learning & Knowledge Development:

• • Complete the assigned training to increase knowledge and understanding of all of Brother’s products and services
  • Proactively expand technical proficiency and digital fluency to drive the customer experience strategy
  • Receive systemic coaching sessions from the team lead to strengthen skills and performance
  • Utilize a continuous improvement mindset to help make improvements and identify opportunities for process and service enhancements

Experience & Qualifications

Education

• • High School Diploma (or G.E.D.)

Experience

Minimum 3 years

• • Proven experience in customer service, with a focus on handling escalations or complex cases

Languages

• • Spanish Preferred

Software/Technical Skills

• • Exceptional problem-solving and decision-making skills
  • Strong verbal and written communication abilities
  • Ability to remain calm and professional under pressure
  • Proficiency in using Customer Relationship Management (CRM) systems and customer service software
  • High attention to detail and organizational skills

Other Skills/Knowledge/Abilities

• • Experience in conflict resolution or mediation
  • Familiarity with industry-specific regulations and compliance standards
  • Ability to quickly learn and apply knowledge about product features, procedures, subscriptions, and service policies
  • Typing skills with a minimum speed of 40 words per minute

Additional Details for This Role

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager.

Base Salary

• • The targeted base salary range for this position is $ 18.00 - $ 21.00 hourly.
  • Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.
  • The base salary accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.