Senior Escalations Specialist

Job Summary

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

Key responsibilities

• Resolve escalated customer issues while delivering a world-class customer experience through proactive communication and empathy
• Document customer interactions and insights, maintaining a current understanding of the solar journey and relevant processes
• Collaborate with internal teams to schedule appointments and ensure timely follow-up on customer requests

Required qualifications

• 5+ years of relevant experience in customer success, project management, or coordination roles
• Strong knowledge of escalations and prevention processes with a history of receiving positive customer feedback
• High school diploma or equivalent; Bachelor's degree preferred
• Proficiency in Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred
• Ability to work independently in a fast-paced environment while managing multiple deadlines