Customer Experience & Escalation Specialist

• 401(k)
• 401(k) matching
• Company parties
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off

• 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.

• 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 dont wait to be toldyou 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.

• 12 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.

• Location: 10700 Hammerly Blvd. Ste 115 Houston TX 77043
• Employment Type: Full-time
• Experience Level: 12 years preferred
• Pay Rate: $16.72 per hour

At AlphaGraphics we offer careers for everyone! Whether you are just starting out looking for that next great growth opportunity or seeking a change we have exciting roles to suit you.

We pride ourselves on our training programs in management sales operations print signs design and marketing. Join us with or without experience and we will succeed together as a team!

We invite EVERYONE to apply!

*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.