Customer Escalation Manager

The Escalation Manager will be responsible for managing and resolving complex customer issues that have been escalated from the frontline support team and customers directly. This role requires excellent problem-solving skills, a strong sense of urgency, and the ability to communicate effectively with both customers and internal stakeholders.

Manage Escalations: Take ownership of customer issues that have been escalated, ensuring timely and effective resolution.

Customer Communication: Work with Management to provide customer containment to ensure customer satisfaction by providing timely and accurate responses to customers addressing their concerns.

Root Cause Analysis: Conduct thorough investigations to identify the root cause of escalated issues and work with relevant teams to implement corrective actions. Identify trends across internal postmortems and suggest resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.

Cross-Functional Collaboration: Work with various teams including frontline support, Customer Experience Team, IT and senior management to identify root causes and implement solutions. Act on or play a key role in strategic projects designed by providing input to improve resolution times, customer satisfaction, and support experience.

Process Improvement: Identify trends and recurring issues to recommend and implement improvements in processes and policies. (work in collaboration with the Process Analyst Team).

Stakeholder Collaboration: Work closely with customer support teams to ensure escalated issues are resolved effectively and customers are communicated too.

Reporting and documentation: Maintain detailed records of escalations and resolutions and prepare regular reports for management.

Training and Mentoring: Provide guidance and identify gaps in training and enablement to enhance employees problem-solving skills and reduce the number of escalations. (work in collaboration with Enablement Team).

Experience Required:

Minimum of 5 years of experience in customer support or a related field, with at least 2 years in a supervisory or escalation management role.

Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.

Strong analytical and problem-solving abilities, with a track record of successfully resolving complex issues.

A customer-centric approach with a strong commitment to delivering exceptional service.

Proven ability to work collaboratively with cross-functional teams to achieve common goals.

Strong leadership and mentoring skills, with the ability to inspire and guide team members.

Proficiency in using customer support software and tools, with a good understanding of the company's processes, policies and procedures.

Experience with root cause analysis and process improvement.

ABOUT US

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems - for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.

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ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team - let's go!

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