Customer Escalations Expert

Posted Aug 25

About Ergeon

We are disrupting the trillion-dollar construction industry with technology, making it possible for almost any profession to operate remotely. Our company is the only startup combining the strengths of technology and remote work to solve the challenges of residential construction. 

Unlike most other products and services, hiring a contractor for a home improvement project is very far from a 1-click experience today. Ergeon aims to empower skilled local contractors with human and technology-powered services to make home improvement easy. We take a full-stack approach to create a seamless experience for homeowners, and leverage technology to scale the front & back offices of contractors.

With the belief that everyone has a right to professional growth and respect regardless of their location, we proudly have staff (aka Ergeoneers) in over 40 of countries, with a great score and recommendation rating on Glassdoor. Come join us to make construction friendly and accessible!

Ergeon: [er - g- eon]

Erg = unit of work or energy

Eon = billion years

Ergeon is founded by CS Ph.D. serial entrepreneurs Jiayue (Jenny) He and Odysseas Tstatalos. They picked this name to symbolize their joint passion for using tech to revolutionize work. 

Overview of the Role

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.

Responsibilities

  • Oversee metrics related to escalations, cancellations, delivery margin leakage and warranties.
  • Works closely with Sr PMs, AR, Field to maintain escalation resolution TATs under 90 days. 
  • Follows up on complex CX escalations by taking over from Sr PMs for the more complex cases.
  • Support weekly House escalation meetings.
  • Handles escalations exceptions (Eg. write offs, release agreements prep, communications with CSLB, BBB, etc). 
  • Participates in the weekly cross-functional escalation meeting.
  • Support plans to turn around 1 to 3 star Public Reviews, CSLB and BBB complaints, and follow up until resolved.

Desired Skills and Experience

Must have

  • 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.

Nice to have

  • B2B Negotiation experience.
  • Prior knowledge in home services.
  • Prior experience in construction project management.

Technical Requirements 

Good Laptop setup with Chrome browser

  • Minimum of 16GB RAM
  • Minimum processor:
  1. Core i7+ for PC
  2. AMD Ryzen 7
  3. M1+ for Mac
  • Minimum of 4GB GPU memory

 Stable high-speed internet connection

  • At least 10mbps upload and 20 Mbps download

Headset

  • With a noise-canceling microphone

 Power backup

  • 250-300W UPS

 Data availability

  • Ability to access up to 1.5GB of data per day during storm outages

Compensation

Hourly compensation of $10 usd , depending on experience and location. 

  • Your final compensation will depend on your placement on our Career Ladder and will be calculated hourly.
  • You'll be paid weekly through Upwork (www.upwork.com), the platform we choose to hire and pay our Ergeoneers worldwide.

Additional Important Information

Language

  • English: Yes - C1
  • Fluent Spanish would be a nice to have

Location

  • This is a 100% remote position, for people located in the following countries listed here

Availability

  • This position is full-time, with expectations of at least 40 to  45 hours per week.
  • Availability Monday through Sunday between 7:00am - 6:00 pm PST/CST/EST.
  • 2 days off & Weekend shift (alternating)

Bootcamp

  • Training period of 4-5 weeks including: Jr PM Bootcamp, 1-1 sessions, constant mentoring, teamwork, practical use and understanding of our technical tools, and live exercises to develop abilities.
  • You are going to be able to do a full immersion in the day-to-day job, enjoy our amazing company culture, make great friends, and learn a lot!
  • We are completely convinced that this period gives you the opportunity to decide if the job and the company are your perfect match, and it also helps us to know you better.

Ergeon’s benefits and perks for full staff members

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.

We believe everyone has a right to professional growth and respect, no matter their location.

Ergeon’s workforce is given meaningful opportunities and is supported by a kind and diverse community.

Our global staff (Ergeoneers) have access to career growth, amazing work culture, and great benefits.

Come join us to transform the construction industry!