Consumer Relations Specialist
$57,382–$76,509 year
HybridSan Diego, California, United States
Job Summary
Resolve high-severity complaints and emotionally charged escalations by serving as the single point of contact for dissatisfied customers and internal stakeholders. De-escalate concerns to protect brand reputation while issuing refunds, hardware replacements, and goodwill gestures up to a defined financial threshold. Monitor inbound emails from social media channels and proactively track customer sentiment across Community Discussion Boards, retailer reviews, and app store ratings to identify emerging trends like firmware bugs. Coordinate advocacy tasks for Canadian Legal Warranty and OPC claims, then share qualitative data and insights with internal teams to suggest updates for help center articles and knowledge bases. Assist in data collection from various consumer touchpoints and provide service data for high-visibility public complaints.
Required Qualifications
- 3+ years of experience in escalated support, consumer relations, or community management
- preferably within the consumer electronics or hardware industry
- High School Diploma
- Bachelor's Degree preferred
- Exceptional written communication skills
- Demonstrated ability to remain calm and professional under pressure
- Familiarity with consumer electronics troubleshooting lifecycles (firmware updates, hardware returns, warranty logic)
- Experience with helpdesk software (Salesforce Service Cloud), Microsoft Office suite, generative AI tools
- Honesty, integrity, and ethical conduct
Desired Qualifications
- Bachelor's Degree preferred
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