Customer Service Escalations Specialist

Customer Service Escalations Specialist at Premiere Collectibles Customer Service Escalations Specialist at Premiere Collectibles in La Vergne, Tennessee Posted in about 22 hours ago.

Type:

full-time

Job Description:

About Premiere Collectibles:

PremiereCollectibles.com is a trusted destination for authentic autographed books, music memorabilia, and exclusive collectibles, proudly serving fans and collectors for over 20 years. Based in Nashville, Tennessee, the company is built on a commitment to excellence, authenticity, and integrity in every item it offers. From signed vinyl records, books, and Funko Pops to rare, limited-edition memorabilia, each collectible is carefully authenticated and includes a Certificate of Authenticity for added confidence and peace of mind. By curating meaningful pieces tied to iconic cultural moments and personal passions, Premiere Collectibles helps fans own a tangible connection to the artists, stories, and memories that matter most. Job Summary As our business continues to grow, we are seeking an experienced and customer-focused Customer Service Escalations Specialist to lead our escalation operations and enhance the overall customer experience across our organization. This role is based in our La Vergne, TN warehouse office and is critical to supporting daily customer service operations, resolving high-priority customer issues, and collaborating across departments, including Operations, Fulfillment, and Marketing, to ensure seamless execution and communication. If you thrive in fast-paced eCommerce environments, enjoy solving complex problems, and can balance empathy with operational excellence, we'd love to hear from you.

Position :

Customer Service Escalations Specialist Responsibilities :

Lead Customer Escalation Operations Serve as the primary escalation point for complex, high-priority, and VIP customer situations. Manage sensitive customer interactions with professionalism, urgency, empathy, and accountability. Resolve escalated issues related to shipping delays, fulfillment concerns, damaged products, inventory discrepancies, returns, replacements, and order management. Ensure customer escalations receive quick resolutions within the established service-level expectations and quality standards. Act as the voice of the customer internally while balancing operational realities and business priorities. Drive Operational Excellence Oversee the daily escalation workflow across customer support channels, including email, CRM/help desk platforms, chat, and web forms. Monitor and improve key customer experience KPIs (using prebuilt reporting tools), including:

• First response time
• Customer Satisfaction (CSAT)
• Resolution time
• Backlog management
• Service Level Agreement (SLA) adherence Identify recurring customer pain points and operational bottlenecks, then implement scalable process improvements.

Analyze daily escalation data and customer feedback trends to identify actionable insights. Build and optimize escalation workflows, standard operating procedures (SOPs), macros, templates, and resolution procedures. Collaborate with leadership to enhance overall customer experience operations at scale. Collaborate Cross-Functionally Work closely with Warehouse Operations and Fulfillment teams to resolve shipping, inventory, packaging, and delivery-related issues. Partner with Marketing and Product teams to ensure customer messaging aligns with promotions, launches, preorder expectations, and fulfillment timelines. Communicate customer sentiment trends, recurring issues, and insights from escalations to leadership. Help identify the root causes of recurring problems and drive long-term operational improvements. Qualifications 3-5+ years of experience in customer service leadership, escalations management, or customer experience operations. Familiarity with customer satisfaction reporting and SLA management. Proven success in handling complex customer escalations and high-pressure situations. Experience in eCommerce, fulfillment, logistics, retail, or other high-volume customer support environments. Specifically, using CRM/help desk platforms such as Zendesk, BigCommerce, Kustomer, Klaviyo, or similar systems. Strong understanding of shipping, order management, returns, inventory, and fulfillment workflows. Comfortable collaborating cross-functionally in a fast-paced operational environment. What Makes Someone Successful in This Role Calm and confident under pressure. Customer-first mindset with strong emotional intelligence. High ownership and accountability. Operationally minded with strong follow-through. 30 / 60 / 90-Day Success Benchmarks Within the First 30 days, you will gain a solid understanding of all internal processes and workflows while actively working with each department to learn how their functions contribute to and affect the overall customer experience. Within the First 60 days, you will start identifying opportunities to improve processes through your collaboration with the customer support team and other departments. This includes helping enhance coordination between customer support and marketing, especially regarding pre-orders and the customer journey. Within the First 90 days, you will demonstrate measurable impact through clear improvements in key performance indicators (KPIs), operational efficiency, and overall customer satisfaction and experience.

Working Hours :

This position is full-time; however, hours may vary depending on project and campaign schedules. The standard schedule is Monday through Friday from 7 A.M. to 3 P.M. The Warehouse Operations Manager will finalize the schedule.

Background Check and Non-Disclosure Agreement:

Because of working with high-end collectibles and memorabilia, the candidate for this role must undergo a standard background check and sign an NDA on their first day of employment. So, why Join Premiere Collectibles? At Premiere Collectibles, you'll have the opportunity to make a direct impact on the customer experience for a rapidly growing eCommerce brand with a passionate customer base. You will work alongside collaborative teams across operations, fulfillment, and marketing while helping shape scalable customer experience processes for the future. This position is an opportunity for someone who enjoys solving operational challenges, improving workflows, and delivering exceptional customer experiences in a dynamic environment where no two days are the same. If you're excited about leading escalations, driving operational improvements, and building customer trust at scale, we would love to meet you.

Compensation:

Hourly Rate of $22. Payroll is paid biweekly. Hours will be tracked through our internal HR program, Insperity. This is a phone application that enables employees to log hours on their phones, which are then approved by the Warehouse Operations Manager. PBG offers comprehensive health insurance as a benefit of your employment. This includes coverage for medical, dental, and vision care for you and your eligible dependents. PBG will provide more detailed information about the health insurance plan and enrollment process during your onboarding.