Lead (Tier 2) Customer Experience Specialist

Peacock Alley has established itself as a prominent premium bed and bath liner provider over the last 50 years. Our collections originate from the finest mills in Italy, Portugal, and other nations with a long-standing legacy in textile manufacturing. We take pride in creating our exquisite products through meticulous manual processes, including cutting, sewing, and embroidery, all done at our workshop in Dallas, Texas.The Customer Experience Specialist - Tier 2 serves as an elevated point of contact for customers, handling routine, and complex and escalated inquiries that require a higher level of expertise, judgment, and product knowledge. This position is responsible for delivering a white-glove service experience that reflects our brand's commitment to excellence - across in-store, phone, and online channels. In addition to advanced customer-facing responsibilities, this role provides essential administrative support to the broader business operations.Interact with customers to provide basic or scripted information in response to routine inquiries about products, orders, and services across multiple channels including phone, email, live chat, and in-store supportServe as the escalation point for complex or unresolved customer inquiries referred from other representatives, ensuring timely and satisfactory resolutionHandle high-sensitivity customer situations including order disputes, product complaints, return/exchange exceptions, and shipping or fulfillment issues with professionalism and discretionResolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting billsDetermine charges for services requested, collect deposits or payments, or arrange for billingComplete contract forms, prepare change of address records, or issue service discontinuance orders, using computersRefer unresolved customer grievances to designated departments for further investigation.Identify patterns in escalated issues and communicate recurring concerns to management to support continuous service improvementCollaborate cross-functionally with store teams, fulfillment, and vendors to resolve complex customer cases efficientMaintain thorough and accurate documentation of all customer interactions and resolutions in the ZohoPerform a variety of administrative duties to support day-to-day business operations, including data entry, report preparation, correspondence, and file maintenanceAssist with order management tasks including order entry, tracking, and coordination with fulfillment and logistics partnersSupport inventory-related administrative functions as neededAssist with scheduling, communications, or operational projects as directed by managementQualifications, Experience, and Education High school diploma or equivalent required; some college preferredMinimum 2-3 years of customer service experience, preferably in a retail, luxury goods, or creative or design environmentDemonstrated ability to handle escalated or complex customer issues with poise and professionalismStrong listening, written and verbal communication skills in EnglishProficiency with Microsoft Office Suite and/or Google Workspace; experience with Zoho or similar CRM or ERP platforms a plusAbility to work in a fast-paced, multi-channel environment while maintaining attention to detailPreferred Qualifications Prior experience in a senior customer service roleBackground in luxury retail, home décor, interior design, or a related fieldFamiliarity with e-commerce platforms and online order managementBilingual (English/Spanish) a plusImportant Job Details: This ON-SITE position's work location is 2050 Postal Way, Dallas, TX 75212.Typical work schedule is M - F, 8 to 5, but we offer some flexiblity with regular work schedules.The hiring pay range for this non-exempt role is $20.00 to $23.00 per hour, with final pay depending on experience and qualifications.