Remote Escalations Specialist - Customer Resolution Expert

Sonova Group; Northern (KY); Hybrid; USD 64,000 - 80,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k plan with company match

Hearing aid discount for employees and

Paid holidays

Job summary

Sonova is seeking a Customer Escalations Specialist to manage and resolve escalated customer order issues in a remote, US-based role. You will investigate cases, coordinate with internal teams, and communicate clearly with customers to ensure timely resolutions.

The ideal candidate brings 4–6 years in customer support or escalation management, strong English communication, and experience with SAP/ERP systems and CRM tools.

Qualifications

• High School Diploma or equivalent; Bachelor’s degree preferred.
• 4-6 years of experience in customer support, escalation management or customer experience roles
• Strong written and verbal English communication skills
• Knowledge of SAP or ERP systems and familiarity with BI tools and CRM platforms

Responsibilities

• Serve as primary escalation point for complex customer order issues.
• Investigate and resolve escalated cases related to orders in transit and tracking.
• Coordinate resolution with internal teams and communicate status to customers.
• Manage escalated issues with urgency and provide timely updates to customers.
• Maintain documentation of investigations and resolutions in SAP/CRM systems.
• Track KPIs such as resolution time and CSAT; identify recurring themes.

Skills

Customer support

Escalation management

English communication

Problem-solving

Time management

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

SAP

Salesforce

Power BI

Microsoft Office

Job description

Sonova is seeking a Customer Escalations Specialist to manage and resolve escalated customer order issues in a remote, US-based role. You will investigate cases, coordinate with internal teams, and communicate clearly with customers to ensure timely resolutions.

The ideal candidate brings 4–6 years in customer support or escalation management, strong English communication, and experience with SAP/ERP systems and CRM tools.