Brand Protection Specialist

Position: Brand Protection Specialist
Location: Mechanicsburg, PA (ONSITE)
Schedule: Monday-Friday, 9 AM - 5:30 PM

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 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. Learn more here: