Customer Service Escalation Specialist

Our Story
With over 50 years of serving the creative community, Adorama has grown from a beloved New York City camera store into the world’s only full-service destination for photo, video, and electronics. We’re more than a retailer—we’re a creative partner for professionals, hobbyists, and tech enthusiasts alike.

From iconic brands like Sony, Canon, and Nikon to the latest in drones, smart home tech, musical instruments, and pro audio gear, Adorama provides creators with the gear and services they need to bring their visions to life. Our passion for education, innovation and commitment to customer experience make us a dedicated and trusted resource.

At Adorama, we don’t just support creativity—we live it. Join a team that’s shaping the future of how the world captures, creates and connects.

Our Leadership Principles

• Growth Mindset: We set high standards, embrace failure, and are open to change.
• Be Customer-Centered: We focus on the end-to-end customer experience.
• Take Ownership & Dig Deeper: We are proactive, use data, and avoid shortcuts.
• Think Like a Start-Up: We move fast, stay flexible, and celebrate every win.
• Be Humble & Respectful: We assume positive intent, listen actively, and support one another.

What You'll Do

We are seeking a customer-focused and solution-oriented Customer Service Escalation Specialist to serve as a key resource for resolving customer concerns that cannot be addressed through standard customer service processes. 

This role will handle a wide range of escalated customer issues, from routine exceptions requiring additional review to more complex situations involving shipping, returns, payments, delivery concerns, and account-related matters. The ideal candidate will be comfortable gathering information, evaluating the facts, making informed decisions, and helping bring cases to a timely resolution.

The Customer Service Escalation Specialist will work closely with Customer Service agents, Team Leads, and cross-functional departments to remove obstacles, improve communication, and ensure customers receive clear and accurate guidance on next steps.In addition to resolving individual customer concerns, this role will identify recurring issues, process gaps, communication breakdowns, and potential fraud trends, escalating them appropriately to help drive operational improvements and better customer experiences.

The ideal candidate is a strong communicator, critical thinker, and problem solver who can balance customer satisfaction with business needs while maintaining a sense of urgency and attention to detail.

Responsibilities

• Investigate and resolve complex customer escalations that cannot be resolved through standard customer service procedures.
• Analyze customer concerns involving shipping, returns, refunds, payment issues, delivery disputes, damaged merchandise, missing items, and other escalated matters.
• Conduct detailed investigations by reviewing order history, account activity, carrier information, internal records, and customer-provided documentation.
• Clearly identify what occurred, determine root causes, and communicate findings and next steps to all stakeholders.
• Make sound business decisions based on available facts, policies, risk assessment, and customer impact.
• Partner with internal departments including Customer Service, Warehouse Operations, Accounting, Shipping, Fraud Prevention, Vendor Relations, and Management to expedite resolutions.
• Escalate urgent or unresolved issues to leadership when appropriate.
• Identify potentially fraudulent activity, policy abuse, or suspicious customer behavior and recommend appropriate actions.
• Assist in preventing unnecessary costs through proper investigation and decision-making.
• Monitor recurring customer complaints and identify larger operational issues affecting the business.
• Recommend process improvements to reduce escalations and improve customer satisfaction.
• Document case findings thoroughly and accurately.
• Build strong working relationships across departments to facilitate faster customer resolutions.
• Exercise increasing levels of authority regarding refunds, replacements, exceptions, and claim determinations as assigned.
• Responsibilities may evolve over time; employees may be asked to take on additional duties as needed to support business priorities.

What Will Help You Thrive

• Strong decision-making and problem-solving skills.
• Excellent attention to detail and analytical thinking.
• Ability to balance customer needs with business objectives.
• Strong communication and conflict-resolution skills.
• Comfortable working in a fast-paced environment.
• Ability to manage multiple priorities and follow through on commitments.
• Proactive mindset with a focus on continuous improvement.

Required Qualifications

•  3+ years of customer service, escalations, operations, or related experience in a retail or ecommerce environment.
• Strong customer-focused problem-solving skills.
• Excellent verbal and written communication abilities.
• Proficiency with Microsoft Office Suite, including Outlook and Excel.
• Strong organizational skills and attention to detail.
• Ability to work independently and exercise sound judgment in decision-making

Preferred Qualifications

• Experience handling customer escalations.
• Experience with high-value products or shipments.
• Familiarity with shipping carriers, logistics, or returns processes.
• Experience identifying fraudulent or suspicious activity.
• Experience with CRM or customer service platforms.
• Chargeback, payment dispute, or loss prevention experience is a plus.

What Success Looks Like

• Drives timely resolution of escalated customer issues.
• Creates understanding and alignment between the customer and the company through clear communication and guidance.
• Delivers fair outcomes that balance customer satisfaction and business needs.
• Works across departments to remove roadblocks and expedite resolutions.
• Makes sound, consistent decisions based on facts and company policies

This role requires three on-site days weekly to ensure in-person collaboration, improved communication, effective teamwork, and real-time problem solving to enhance team synergy and productivity. A standard 40 hour work week is expected. 

Ready to Join Our Team of Creators? Apply today and let’s create something extraordinary together.

Pay range for this role: 26.45 - 31.25 USD