Customer Escalations Specialist | Remote | 9:30 AM - 6:00 PM CST

Sonova
United States
Workplace: RemoteFull timeUSD 64,200 - 80,250 annuallyFunction: Customer Support (Service Desk)Experience: 4-6 yearsEducation: high_schoolSkills: ["Problem-solving","Attention to detail","Time management","Organization","Empathy","Cross-functional communication","Case management","Ownership"]

Own and resolve escalated customer order issues, serving as the primary escalation point for complex cases. Investigate delivery and shipment problems (delays, lost-in-transit, no tracking movement, service replacements, order changes/cancellations), coordinate with internal teams, and keep customers proactively updated from investigation through final resolution. Track KPIs like resolution time, CSAT, and FCR, identify recurring escalation themes, and maintain accurate case documentation in SAP and CRM systems.

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FursaFursa
Sonova
Sonova
1 hour ago

Customer Escalations Specialist | Remote | 9:30 AM - 6:00 PM CST

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own and resolve escalated customer order issues, serving as the primary escalation point for complex cases. Investigate delivery and shipment problems (delays, lost-in-transit, no tracking movement, service replacements, order changes/cancellations), coordinate with internal teams, and keep customers proactively updated from investigation through final resolution. Track KPIs like resolution time, CSAT, and FCR, identify recurring escalation themes, and maintain accurate case documentation in SAP and CRM systems.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the primary escalation point for complex customer order issues and concerns.
  • •Investigate and resolve escalated cases including order delays, lost-in-transit orders, no tracking movement, service replacement orders, and order changes/cancellations.
  • •Coordinate resolution with internal teams and communicate proactively with customers about case status, timeliness, and next steps.
  • •Escalate high-risk or time-sensitive issues with appropriate urgency and ensure the escalation loop is closed with the customer.
  • •Track KPIs (resolution time, CSAT, FCR), identify recurring escalation themes, and maintain accurate SAP/CRM documentation.
Travel: Low travel

Pay and Benefits

Salary: USD 64,200 - 80,250 annually
Perks:Health InsuranceDentalVision401kLife InsuranceDisability CoveragePaid HolidaysPaid LeaveParental LeaveLearning BudgetRemote Work

Key Requirements

  • •High school diploma or equivalent; bachelor’s degree preferred.
  • •4-6 years of experience in customer support, escalation management, or customer experience roles.
  • •Knowledge of production, distribution, and transportation.
  • •Strong critical-thinking, problem-analysis, resolution, and follow-through skills with attention to detail.
  • •Experience with SAP/ERP and CRM systems, plus strong Microsoft and web-based systems skills.
Experience:4-6 years
Education:High School
Skills:Problem-solvingAttention to detailTime managementOrganizationEmpathyCross-functional communicationCase managementOwnership
Languages:English
Tech Stack:SAPCRMMicrosoftSalesforceERPBI

Company Brief

Sonova
Designs, manufactures, and distributes hearing care solutions including hearing aids, cochlear implant accessories, and wireless communication devices, serving audiologists and consumers worldwide through clinics, retail networks, and distribution partners.
Industry: Medical Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stäfa, Switzerland
Founded: 1947
Website