Senior Escalations Specialist

Job Summary

Managing escalated customer issues, the full-time salaried Senior Escalations Specialist will serve as the primary point of contact for customers, ensuring timely resolutions and maintaining positive relationships with stakeholders in a remote setting.

Key responsibilities

• Resolve escalated customer issues in accordance with company guidelines, ensuring a seamless customer experience
• Document customer interactions and insights, while maintaining an understanding of the solar journey and resolution tools
• Collaborate with internal teams to schedule site visits and ensure timely follow-up on customer requests

Required qualifications

• 5+ years of relevant experience in customer success, project management, or legal coordination
• High school diploma required; Bachelor's degree preferred
• Strong knowledge of escalations and prevention processes
• Proficiency in Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred
• History of receiving positive customer feedback and ratings