Ergeon is hiring a
Customer Escalations Expert
Ergeon
π΅ $20k
πRemote - Worldwide
Please let Ergeon know you found this job on JobsCollider. Thanks! π
Summary
Join Ergeon's team as a driven and experienced Associate Project Manager to work in our Operations team as a Customer Escalations Expert. As the SME for CX Escalations, you will be responsible for managing and resolving customer issues to ensure their satisfaction with our products and services.
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
Benefits
- Competitive compensation
- All-Remote since the beginning
- Tech, Wellness & Learning fund
- Stock options
- Birthday Paid day off
- Flexible Paid time off
- Free Headset Benefit
- Equipment
- Co-Working Fund
- Language Classes
- Remote Health
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Please let Ergeon know you found this job on JobsCollider. Thanks! π