Customer Experience & Escalation Specialist

Who We Are At AlphaGraphics of West Houston, who we are shows up in everything we do. Even our quiet actions speak loudly. We are fueled by Warrior Spirit, guided by Radical Self-Responsibility, grounded in Understanding, and driven by Collaboration. We have the grit and grace to face challenges head-on. When tensions rise, we stay calm, centered, and focused on solutions. We take ownership of our outcomes- the wins, the lessons, and everything in between. Our humor, empathy, and accountability keep us grounded while delivering excellence under pressure. If you thrive in fast-moving environments, enjoy turning tough moments into positive outcomes, and take pride in helping people feel heard and understood—you'll fit right in here. Benefits: 401(k) 401(k) matching Company parties Employee discounts Health insurance Opportunity for advancement Paid time off What You'll Do The Customer Experience & Escalation Specialist plays a vital role as the voice and calm center of our operation. You'll manage customer inquiries, complaints, and service escalations while maintaining professionalism, empathy, and composure. You'll balance multiple priorities in a busy environment, ensuring customers leave every interaction feeling supported and valued. Key Responsibilities Handle escalated customer issues via phone, email, or in person with professionalism, empathy, and urgency. Actively listen to customers' concerns, diffuse frustration, and work toward resolution while maintaining company integrity. Accurately document and track customer interactions, issues, and outcomes in our systems. Coordinate with production and management teams to resolve service challenges quickly and effectively. Manage multiple orders and service inquiries simultaneously, prioritizing high-impact issues. Maintain composure and focus in high-stress, fast-paced environments. Communicate complex or sensitive information clearly and confidently to customers and teammates. Identify recurring issues and propose process improvements to prevent future escalations. Support teammates with guidance and positivity to keep morale high during busy periods. What We Expect From You Warrior Spirit: You stay calm under pressure, act quickly, and bring your best energy to every challenge. Radical Self-Responsibility: You own your role and handle escalations with honesty and accountability. Collaborator: You work with others to solve problems and uplift the team, even during tough days. Self-Starter: You don't wait to be told—you step in, take initiative, and follow through until the issue is resolved. Understanding: You show empathy, patience, and professionalism with every customer, no matter the circumstance. What You Bring To The Table 1-2 years of customer service, call center, or front-line experience in a fast-paced environment. Proven success in de-escalating challenging situations while maintaining professionalism. Strong multitasking and organizational skills; able to handle multiple customers or issues simultaneously. Excellent verbal and written communication skills with emotional intelligence. Experience using order management or CRM systems (PrintSmith experience a plus). A team-first mindset and resilience to stay positive during high-volume days. Employment Details Location: 10700 Hammerly Blvd., Ste 115, Houston, TX 77043 Employment Type: Full-time Experience Level: 1-2 years preferred Pay Rate: $16.72 per hour AlphaGraphics centers (locations) are independently owned and operated. The posted positions are offered by individual franchisees who interview, hire, manage and pay the employees hired for positions in a specific local location (center) through their specific business. #J-18808-Ljbffr AlphaGraphics