Customer Escalation Specialist

Remote

 

Customer Escalation Specialist

The 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 concerns
• Investigate and resolve escalated cases including order delays, lost shipments, orders without tracking movement, service replacements, and order changes or cancellations
• Coordinate cross-functionally with internal teams to drive timely and effective issue resolution
• Communicate proactively with customers regarding case status, timelines, and next steps
• Escalate high-risk or time-sensitive issues internally with appropriate urgency
• Own cases from initial investigation through final resolution, ensuring closure with the customer
• Track 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 roles
• Strong problem-solving skills with high attention to detail
• Ability to remain calm, professional, and empathetic in high-pressure or sensitive situations
• Experience coordinating across multiple teams to resolve complex issues
• Knowledge of production, distribution, and transportation processes
• Strong written and verbal communication skills
• Experience working with SAP, CRM systems, or similar tools preferred
• 5-7 bullet points

 

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: $64,000-$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