**Description** Job Description: The Order and Social Media Escalation Response Specialist is responsible for taking ownership of and ensuring full resolution of customer issues that are raised via email and social channels to cultivate lasting, meaningful customer relationships and drive customer retention. Responsibilities include: addressing consumer inquiries and issues via email communications; providing full research for and collaborating with management on any issues that require management involvement; responding to and providing resolution for social media platform contacts within SLA; consistently maintaining quality, productivity, and service level standards; timely completion of assigned trainings; regular participation in individual and group calls that seek to drive team alignment and engagement; contribute to first contact resolution & CSAT improvement initiatives by raising identified opportunities to management for coaching, research, or feedback to be given to the brand. Key Responsibilities: Customer Service & Retention • Provide exemplary service to customer contacts received across multiple brands related to orders via email and social media platforms. • Monitor and manage social media channels for customer complaints and escalate issues as needed. • Fully research and apply appropriate policies & procedures to all customer situations and responses while taking all appropriate actions to fully resolve every contact. • Collaborate with internal teams to resolve customer issues promptly and effectively. • Maintain accurate records of customer interactions and resolutions. • Complete assigned tickets and cases in a timely manner when requested by management. • Proactively alert management to contact trends that may indicate larger customer-impacting issues. Quality • Make recommendations for new standard email responses, as well as call out necessary adjustments to existing scripts. • Support our quality initiatives by raising email opportunities to management for coaching. • Achieve consistent scores of Successful or Exceeds Expectations on quality checks. • Maintain consistent productivity achievements in email on a weekly and monthly basis. **Qualifications** • Position requires 5+ year’s related experience in customer service or corporate environment. • Excellent writing and communication skills. • Positive attitude and professional demeanor. • Demonstrates strong problem-solving and critical thinking skills. • Ability to work independently and as a team. • Comfortable working with the Internet, Excel, Word, Outlook, and CRM systems. • Familiarity with Estee Lauder Companies internal systems and procedures preferred. • Must be available to work a rotating weekly shift schedule. Scheduled work hours will fluctuate based on business needs (work schedule may change weekly). Will require weekly hours to be completed during weekday evenings and some weekend days throughout the month. • Flexibility to work rotational evenings, weekends, and holidays. Equal Opportunity Employer It is Company's policy not to discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Company will endeavor to provide a reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability and to employees and prospective employees with needs related to their religious observance or practices. Should you wish to apply for this position or any other position with the Company and you believe you require assistance to complete an application or participate in an interview, please contact USApplicantAccommodations@Estee.com.