Customer Escalation Manager
Emerson
Job Summary
The Escalation Manager will be responsible for managing and resolving complex customer issues that have been escalated from the frontline support team. This role requires excellent problem-solving skills, a strong sense of urgency, and the ability to communicate effectively with both customers and internal stakeholders.
In this Role, Your Responsibilities Will Be:
Who You Are:
You are responsible for managing and resolving complex customer issues that have been escalated from the frontline support team. This role requires excellent problem-solving skills, a strong sense of urgency, and the ability to communicate effectively with both customers and internal stakeholders.
For This Role, You Will Need:
Preferred Qualifications that Set You Apart:
Our Culture & Commitment to You:
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
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.
Accessibility Assistance or Accommodation
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com.
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!
No calls or agencies please.
The Escalation Manager will be responsible for managing and resolving complex customer issues that have been escalated from the frontline support team. This role requires excellent problem-solving skills, a strong sense of urgency, and the ability to communicate effectively with both customers and internal stakeholders.
In this Role, Your Responsibilities Will Be:
- Manage Escalations: Take ownership of customer issues that have been escalated, ensuring timely and effective resolution.
- Customer Communication: Work with Management to ensure customer containment ensuring customer satisfaction by providing timely and accurate responses to customers ensuring their concerns are addressed.
- 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 closely 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 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.
- 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).
Who You Are:
You are responsible for managing and resolving complex customer issues that have been escalated from the frontline support team. This role requires excellent problem-solving skills, a strong sense of urgency, and the ability to communicate effectively with both customers and internal stakeholders.
For This Role, You Will Need:
- 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.
Preferred Qualifications that Set You Apart:
- 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.
Our Culture & Commitment to You:
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
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.
Accessibility Assistance or Accommodation
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com.
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!
No calls or agencies please.
JOB SUMMARY
Customer Escalation Manager
Emerson
Bayan Lepas
13 days ago
N/A
Full-time
Customer Escalation Manager