Customer Escalation Specialist

.buttontext751ae33fdea31b8b a{ border: 1px solid transparent; } .buttontext751ae33fdea31b8b a:focus{ border: 1px dashed #0271a6 !important; outline: none !important; } Who we areAt Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, Here you'll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters. Aurora (IL), United States #job-location.job-location-inline { display: inline; } Customer Escalation Specialist Remote Customer Escalation SpecialistThe Customer Escalation Specialist is responsible for managing and resolving escalated customer order issues to ensure timely and satisfactory resolution. This role investigates complex cases, coordinates with internal teams, and communicates clearly with customers while maintaining professionalism in high-pressure situations. Responsibilities: Serve as the primary escalation point for complex customer order issues and concernsInvestigate and resolve escalated cases including order delays, lost shipments, orders without tracking movement, service replacements, and order changes or cancellationsCoordinate cross-functionally with internal teams to drive timely and effective issue resolutionCommunicate proactively with customers regarding case status, timelines, and next stepsEscalate high-risk or time-sensitive issues internally with appropriate urgencyOwn cases from initial investigation through final resolution, ensuring closure with the customerTrack and monitor key performance indicators (KPIs) such as resolution time, customer satisfaction (CSAT), and first contact resolution (FCR)More about you: 4-6 years of experience in customer support, escalation management, or customer experience rolesStrong problem-solving skills with high attention to detailAbility to remain calm, professional, and empathetic in high-pressure or sensitive situationsExperience coordinating across multiple teams to resolve complex issuesKnowledge of production, distribution, and transportation processesStrong written and verbal communication skillsExperience working with SAP, CRM systems, or similar tools preferred5-7 bullet pointsA minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at SonovaDon't meet all the criteria? If you're willing to go allin 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 ResourcesWhat we offer:Medical, dental and vision coverage*Health Savings, Health Reimbursement, Flexible Spending/Dependent Care AccountsTeleHealth options401k plan with company match*Company paid life/ad&d insurance Additional supplemental life/ad&d coverage availableCompany paid Short/Long-Term Disability coverage (STD/LTD) STD LTD Buy-ups availableAccident/Hospital Indemnity coverageLegal/ID Theft AssistancePTO (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 reimbursementHearing aid discount for employees and familyInternal social recognition platform*Plan rules/offerings dependent upon group Company/location.This role's pay range is between: $64,000-$90,000. 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. .buttontext0cddc13d8cae68f9 a{ border: 1px solid transparent; } .buttontext0cddc13d8cae68f9 a:focus{ border: 1px dashed #0271a6 !important; outline: none !important; } Sonova is an equal opportunity employer.We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status. 162609