Customer Experience Specialist

Brand Protection Specialist

Location: Mechanicsburg, PA (ONSITE) Schedule: Monday-Friday, 10:00AM - 6:30PM

Who We Are:

West Shore Home is a technology-driven and industry-leading home improvement company specializing in high-quality and convenient remodels of Bathrooms, Windows, Doors, and Flooring. West Shore Home operates in over 40 locations nationwide and is home to over 3,000 employees!

Purpose of Position:

The Brand Protection Specialist supports the Customer Service department by ensuring that all escalated customers are provided with a 5-star customer service experience. They will be a subject matter expert for all West Shore Home products and work collaboratively with General Managers to troubleshoot all escalated concerns. A Brand Protection Specialist will interact with customers at all levels and be able to de-escalate the most sensitive situations. They will be looking for every opportunity possible to enhance the customer service experience.

Key Role Accountabilities:

• Collaborate with all business departments to troubleshoot and resolve operational issues efficiently.
• Deliver a 5-star experience to highly escalated customers, maintaining consistent and proactive communication throughout the resolution process.
• Respond promptly to all corporate correspondence and Better Business Bureau reviews within designated deadlines.
• Promote and uphold high standards for handling escalated customers across all branches.
• Maintain regular communication with branch and division leadership, providing updates on division performance and customer service metrics.
• Ensure compliance with all Company and departmental service and quality initiatives.

Must-Have/Preferred Requirements:

• High school diploma required.
• Bachelor's degree is preferred.
• Minimum of two (2) years of customer service experience.
• Must have a valid smart phone or smart device to log in to Company required systems using two-factor authentication.

Benefits:

• Comprehensive Health Insurance options (Medical, Dental, Vision, Accident, Life, Critical Illness, Short and Long-Term Disability)
• 401(k) plans with company match
• HSA plan with company match
• Paid holidays and paid time off (PTO)
• Employee Referral Program
• Employee Discount Program
• Paid training and unlimited professional growth potential

Culture and Community:

We believe that when employees feel valued and supported, they perform at their best. Our dedication to fostering a strong, value-driven culture has consistently earned us the Top Workplaces USA award as one of the nation's top employers, including recognition in Leadership, Purpose & Values, and Compensation & Benefits.

West Shore Home strives to Bring Happiness to Every Home and that goes beyond our customers and employees. We support positive change in our communities by volunteering, giving back, and supporting nonprofits that make a difference.