Ergeon is hiring a
Customer Escalations Expert

Summary

Join Ergeon, a tech startup revolutionizing the construction industry through remote work. We are seeking an experienced Associate Project Manager to work as a Customer Escalations Expert in our Operations team. The role involves managing customer issues and collaborating with cross-functional teams to improve the overall customer experience.

Requirements

• 2+ years experience handling escalated customers
• Experience handling negotiations with both internal and external customers and installers/contractors
• Strong communication skills with the ability to communicate effectively with customers and cross-functional teams
• Excellent problem-solving skills with a track record of resolving complex customer issues
• Strong attention to detail and the ability to prioritize and manage multiple tasks simultaneously
• Excellent written and verbal communication, interpersonal, and relationship-building skills
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously
• Detail-oriented with strong organizational skills to complete and appropriately document tasks in multi-step processes
• Tech savvy and quick to interface with multiple programs/websites/spreadsheets at once
• Ability to handle stressful situations/interactions with customers

Responsibilities

• Oversee metrics related to escalations, cancellations, delivery margin leakage and warranties
• Works closely with Sr PMs, AR, Field to maintain escalation resolution TATs under 90 days
• Follows up on complex CX escalations by taking over from Sr PMs for the more complex cases
• Support weekly House escalation meetings
• Handles escalations exceptions (Eg. write offs, release agreements prep, communications with CSLB, BBB, etc)
• Participates in the weekly cross-functional escalation meeting
• Support plans to turn around 1 to 3 star Public Reviews, CSLB and BBB complaints, and follow up until resolved

Preferred Qualifications

• B2B Negotiation experience
• Prior knowledge in home services
• Prior experience in construction project management

Benefits

• Competitive compensation: We invest in people! We are constantly doing worldwide market research to offer globally competitive salaries. And we are well-funded by VCs
• All-Remote since the beginning: We have a diverse team spread across 40+ countries. We stay connected through the best remote work practices such as flexible work hours, team events, remote happy hours, and by sharing our love of food !
• Tech, Wellness & Learning fund: You can have a $400USD bonus per year for software and hardware tools, workplace improvements, fitness-related spending (includes things like yoga classes, Fitbit tracker, new running shoes, gym membership. . .), and books, courses, training, or even attending conferences
• Stock options: All staff is eligible after 6 months of full-time work
• Birthday Paid day off: You can take the exact day, or the Friday before if it is on a weekend!
• Flexible Paid time off: You can take 12 days after working 6 months, PLUS 2 extra days per year for a maximum of 20 days
• Free Headset Benefit: You can get a noise-canceling headset from your first day working full-time
• Equipment: Laptop replacement after 1 year of full-time work. And every 3 years after that
• Co-Working Fund: Meet in groups of 3+ Ergeon friends and get reimbursed up to USD $20 for coffee, co-working, etc (once per quarter)
• Language Classes: here at Ergeon you will have the opportunity to learn or improve a language!
• Remote Health: Health insurance is essential for ensuring that our staff has peace of mind and access to help where and when they need it. Subsidized Health Insurance is available to all of our staff, no matter where they’re located