Senior Customer Operations Agent

Job Summary

Managing escalated customer interactions, the full-time Senior Customer Operations Agent will resolve complex issues, support delinquency activities, and collaborate with cross-functional teams while working remotely.

Key responsibilities

• Own complex customer cases from initial research through final resolution, ensuring accurate documentation and communication
• Monitor and manage assigned Tier II email and case queues to meet service-level expectations and reduce case aging
• Identify recurring customer issues and provide actionable feedback to improve customer experience and operational efficiency

Required qualifications

• 3+ years of customer service or customer operations experience, including handling escalated issues
• Demonstrated ability to independently research and resolve complex billing and account-related concerns
• Experience with CRM systems, preferably Salesforce, and managing customer cases or queues
• Familiarity with community solar, utility operations, or renewable energy billing processes is preferred
• Strong organizational skills with the ability to manage multiple priorities simultaneously