Remote Customer Escalations Expert

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