Escalations Agent

Job Summary

Detail-oriented and customer-focused, the full-time Escalations Agent will manage escalated customer cases from intake through resolution, ensuring proactive communication and collaboration with cross-functional teams in a remote work environment.

Key Responsibilities

• Manage a portfolio of escalated customer cases from intake through resolution
• Conduct detailed investigations by reviewing CRM records, project documentation, and account history
• Draft and manage responses for Better Business Bureau (BBB) complaints and other high-priority customer concerns

Required Qualifications

• High school diploma or equivalent required; some college coursework preferred
• Previous experience managing complex customer escalations or case management
• Advanced knowledge of CRM systems for researching and analyzing complex account histories
• Strong understanding of the residential solar installation process
• Exceptional written communication skills with the ability to communicate professionally and empathetically