Customer Escalation Specialist

Job Summary

Managing escalated customer issues remotely, the full-time Customer Escalation Specialist will serve as the single point of contact for customers, ensuring timely resolutions and delivering a world-class customer experience.

Key responsibilities

• Resolve escalated customer issues in accordance with company guidelines and maintain proactive communication regarding case status
• Collaborate with internal teams to enhance processes and training based on customer feedback and escalation insights
• Schedule site visit appointments and ensure seamless follow-up while maintaining a comprehensive understanding of the solar journey and related documentation

Required qualifications

• High school diploma or equivalent; Bachelor's degree preferred
• 3+ years of relevant work experience in customer success, project management, or legal coordination
• Strong proficiency in Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred
• History of fostering a collaborative team environment and managing multiple cases independently
• Excellent organizational skills with meticulous attention to detail