Job Description

Remote

Customer Escalation Specialist

Work Hours: 9:30 AM – 6:00 PM CST

The Customer Escalation Specialist is responsible for managing and resolving escalated customer order issues to ensure a timely and satisfactory resolution.

The Customer Escalation Specialist investigates individual cases, coordinates with internal teams to resolve issues, and communicates clearly with customers regarding status and resolution. This position requires strong problem-solving skills, attention to detail, and the ability to remain calm and professional when handling urgent or sensitive customer situations.

Responsibilities:

• Serve as primary escalation point for complex customer order issues and concerns.
• Investigate and resolve escalated cases related to:
• Manage escalated customer issues related to order delays, shipment issues, service delivery, and critical customer concerns.
• Investigate order issues and coordinate resolution with internal teams.
• Communicate clearly and proactively with customers regarding case status, resolution timeliness, and next steps.
• Escalate high-risk or time-sensitive order issues internally with appropriate urgency.
• Take ownership of cases from investigation through final resolution, ensuring the escalation loop is closed with the customer.
• Track and monitor key performance indicators (KPI’s) such as resolution time, customer satisfaction (CSAT), and first contact resolution (FCR).
• Identify recurring customer issues and escalation themes and share insights with leadership.
• Demonstrate empathy and professionalism when managing high-pressure or sensitive customer situations.
• Maintain accurate documentation of investigations, customer communication, and resolutions in SAP and CRM systems.
• Maintain up-to-date expertise in products, and services to provide accurate, effective customer solutions.
• Participate in Dynamic Resource Allocation, maintaining approximately one hour per week in the commercial phone queue.
• Other duties as assigned

Travelling Requirement: less than 5%

More about you:

• High School Diploma or equivalent; Bachelor’s degree preferred.
• 4-6 years of experience in customer support, escalation management or customer experience roles
• Knowledge and Expertise of Production, Distribution and Transportation
• Strong critical-thinking, problem-analysis, and resolution skills, with attention to detail and consistent follow-through.
• Excellent time-management, organization, prioritization, and case-management abilities.
• Able to manage multiple urgent issues calmly and professionally in a fast-paced, high-pressure environment.
• Self-motivated, results-oriented, and accountable, with a strong sense of urgency and ownership in resolving complex customer concerns.
• Strong interpersonal, written, and verbal English communication skills, demonstrating empathy and professionalism during escalated situations.
• Builds positive cross-functional relationships while advocating for customer needs and achieving timely case resolution.
• Excellent computer skills, including Microsoft applications, web-based systems, 2+ years of SAP or other ERP experience, and experience with BI and Salesforce or equivalent systems.

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact Sonova Human Resources

What we offer:

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match*
• Company paid life/ad&d insurance
• Additional supplemental life/ad&d coverage available
• Company paid Short/Long-Term Disability coverage (STD/LTD)
• STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Tuition reimbursement
• Hearing aid discount for employees and family
• Internal social recognition platform

*Plan rules/offerings dependent upon group Company/location.

This role's pay range is between: $64,200/yr - $80,250/yr. This role is also bonus eligible.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.