CUSTOMER ESCALATION ASSOCIATE

Turn Critical Moments into Customer Loyalty.

As a Customer Escalation Associate, you are the voice of calm, clarity, and resolution when high-priority customer inquiries hit a roadblock. You won't just take messages—you’ll own the problem. By bridging the gap between frontline concerns, dealership teams, and brand standard solutions, you will safeguard customer trust, protect brand reputation, and turn challenging situations into long-term brand advocacy.

Why this role matters:

• High-Impact Ownership: Take command of escalated cases and drive them swiftly to resolution.

• Strategic Coordination: Work directly with dealership partners to solve complex customer challenges.

• Brand Defender: Elevate customer satisfaction and build lasting brand loyalty through white-glove communication. ** 12 month Contract assignment 100% Onsite in Office

• Training Duration: 4–5 weeks
• Training Start Times: 9:00 AM or 10:00 AM (based on scheduling needs)

salary: $20 - $22 per hour
shift: First
work hours: 8 AM - 9 PM
education: High School

Responsibilities

Key Responsibilities:
• Manage and resolve first-level escalated customer issues professionally and
empathetically.
• Escalate complex cases to Tier 2 Advocacy as needed.
• Deliver clear and confident post-warranty resolution decisions.
• Conduct research and document all interactions in internal systems.
• Coordinate with dealership partners to support case outcomes.
• Follow up consistently to ensure timely resolutions.
• Identify patterns and suggest process improvements.
Core Competencies & Soft Skills:
• Customer focus, empathy, active listening, and professionalism.
• Clear verbal and written communication.
• Problem-solving, adaptability, attention to detail, and accountability.
• Positive attitude, patience, time management, and willingness to learn.
Technical Skills:
• Basic Microsoft Office proficiency.
• Experience with customer service platforms or CRM tools (training provided).
• Comfortable navigating digital systems and learning new technologies.

Skills

• Basic Software Skills (3 years of experience is required)
• Customer Relations (3 years of experience is required)
• Follow-up (3 years of experience is required)
• Telephone Etiquette (3 years of experience is required)
• Customer support (3 years of experience is required)
• Escalations (3 years of experience is required)
• Call Center (2 years of experience is required)

Qualifications

• Years of experience: 3 years
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on us.fitly.work.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.