Customer Experience Specialist

4 weeks ago


Aurora, Illinois, United States Sonova USA, Inc. Full time
Customer Experience Specialist - Escalation Management

At Sonova USA, Inc., we're seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our customer experience team, you'll be responsible for resolving escalated customer issues related to orders, service delivery, and critical customer concerns.

Main Responsibilities:

  • Manage escalated customer issues and conduct thorough investigations to identify root causes and implement effective solutions.
  • Maintain clear, timely communication with customers to ensure their concerns are fully resolved and the escalation loop is closed.
  • Collaborate with internal teams to coordinate solutions for escalated issues and track key performance indicators (KPIs) such as resolution time, customer satisfaction (CSAT), and first contact resolution (FCR).
  • Accurately document escalated issues and resolutions, providing regular reports and insights on trends and areas for improvement.
  • Identify recurring customer issues and suggest process improvements to reduce escalations and enhance customer experience.

Requirements:

  • Bachelor's Degree or 5 equivalent years of experience in Customer Support, Account Management, or Order Management.
  • 5-7 years of experience in customer support, escalation management, or customer experience roles, with a demonstrated ability to resolve complex issues and improve customer satisfaction.
  • 2+ years SAP or other ERP experience.
  • Knowledge and expertise of production, distribution, and transportation.
  • Driven, self-motivated, and results-oriented.
  • Skilled at managing difficult or emotionally charged customer situations, demonstrating patience, empathy, and a commitment to finding mutually beneficial solutions.

What We Offer:

  • Competitive salary and bonus eligibility.
  • Comprehensive benefits package, including medical, dental, and vision coverage, 401k plan, and paid time off.
  • Opportunities for career growth and professional development.
  • A dynamic and inclusive work environment.

At Sonova USA, Inc., we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done.



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