Customer Experience & Escalation Specialist

About AlphaGraphics of West Houston

AlphaGraphics of West Houston embodies a culture where actions reflect core values: Warrior Spirit, Radical Self-Responsibility, Understanding, and Collaboration. Our team embraces challenges with resilience and calmness, focusing on constructive solutions while maintaining empathy, humor, and accountability. Working here means thriving in dynamic settings and consistently turning difficult situations into positive resolutions, ensuring every customer feels heard and valued.

Role Overview

The Customer Experience & Escalation Specialist serves as the steady voice and composed hub during service interactions. This role requires managing various customer concerns, complaints, and escalations across channels such as phone, email, and in-person, all while providing empathetic and professional support. Balancing multiple priorities effectively is crucial to guarantee that each customer interaction results in satisfaction and resolution.

Key Duties

• Manage escalated customer inquiries with empathy and urgency, aiming to resolve issues while upholding company values.
• Record customer communications and outcomes accurately in organizational systems.
• Collaborate with production and management to address challenges promptly, multitask across numerous orders and inquiries prioritizing urgent matters.
• Maintain focus and composure in fast-paced and stressful conditions.
• Convey sensitive or complex messages clearly to customers and team members.
• Recognize patterns in customer issues and recommend improvements to reduce future escalations.
• Offer support and positivity to colleagues to sustain high morale during busy periods.

Required Attributes

• Possess a Warrior Spirit—remain calm under pressure and bring positive energy to challenges.
• Demonstrate Radical Self-Responsibility by taking ownership of the escalation process with honesty and accountability.
• Work collaboratively with peers to solve problems and encourage the team, even amid difficult times.
• Display initiative and follow-through in solving issues without waiting for direction.
• Show empathy, patience, and professionalism in all customer interactions regardless of circumstances.

Candidate Profile

• Between 1 to 2 years of experience in customer service, call centers, or frontline roles within fast-paced environments.
• Skilled in de-escalating challenging situations while maintaining professionalism.
• Strong multitasking capabilities and organization skills to juggle multiple customers or problems simultaneously.
• Excellent verbal and written communication written with emotional intelligence.
• Familiarity with order management or CRM systems; knowledge of PrintSmith software is advantageous.
• A cooperative team player who remains optimistic during high-workload periods.

Employment Information

• Position located at 10700 Hammerly Blvd., Ste 115, Houston, TX 77043.
• Full-time employment.
• Preferred experience range: 1 to 2 years.
• Compensation: $16.72 per hour.

Benefits

• 401(k) retirement plan with matching contributions.
• Annual company-sponsored events and parties.
• Employee discounts available.
• Comprehensive health insurance coverage.
• Opportunities for career advancement within the company.
• Paid time off to support work-life balance.

Additional Notes

AlphaGraphics welcomes applicants at all career stages, with or without prior experience. We offer specialized training in various areas such as management, sales, operations, printing, signage, design, and marketing to foster professional growth. We strive for collective success as a team. Each AlphaGraphics center is independently owned and operated; recruitment and management decisions are handled locally by the respective franchisee.