Customer Escalation Specialist

Sonova AG•Aurora, IL

1d•$64,000 - $90,000•Remote

About The Position

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.

Requirements

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
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Nice To Haves

Experience working with SAP, CRM systems, or similar tools preferred

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)

Benefits

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