Representative, Customer Care, Escalations

Representative, Customer Care, Escalations

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother's Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

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

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.

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.

Our Benefits: We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insuranceall effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs.

Our Mission, Vision & Culture: Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed.

About Where We Work: Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers.

Equal Opportunity Employer (EOE) Statement: Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at View email address on click.appcast.io.