Customer Escalations Expert

August 20

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Ergeon

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ALL-REMOTE COMPANY: using technology and our teams to change the way people improve their homes.

Remote Work

201 - 500

Description

• We are looking for 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. • The Associate Project Manager will collaborate closely with cross-functional teams to identify root causes and develop effective solutions for improving the overall customer experience.

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. • B2B Negotiation experience. (Nice to have) • Prior knowledge in home services. (Nice to have) • Prior experience in construction project management. (Nice to have)

Benefits

• Competitive compensation: We invest in people! We are constantly doing worldwide market research to offer globally competitive salaries. And we are well-funded by VCs. • All-Remote since the beginning: We have a diverse team spread across 40+ countries. We stay connected through the best remote work practices such as flexible work hours, team events, remote happy hours, and by sharing our love of food! • Tech, Wellness & Learning fund: You can have a $400USD bonus per year for software and hardware tools, workplace improvements, fitness-related spending (includes things like yoga classes, Fitbit tracker, new running shoes, gym membership. . .), and books, courses, training, or even attending conferences. • Stock options: All staff is eligible after 6 months of full-time work. • Birthday Paid day off: You can take the exact day, or the Friday before if it is on a weekend! • Flexible Paid time off: You can take 12 days after working 6 months, PLUS 2 extra days per year for a maximum of 20 days. • Free Headset Benefit: You can get a noise-canceling headset from your first day working full-time. • Equipment: Laptop replacement after 1 year of full-time work. And every 3 years after that. • Co-Working Fund: Meet in groups of 3+ Ergeon friends and get reimbursed up to USD $20 for coffee, co-working, etc (once per quarter). • Language Classes: here at Ergeon you will have the opportunity to learn or improve a language! • Remote Health: Health insurance is essential for ensuring that our staff has peace of mind and access to help where and when they need it. Subsidized Health Insurance is available to all of our staff, no matter where they’re located.