Customer Escalation Specialist II

6 hours, 11 minutes ago
Full-time
Junior
Customer and Technical Support
Palmetto

Palmetto

Palmetto specializes in designing, financing, and installing solar energy systems and other clean technologies, making it easier and more affordable for customers to transition to sustainable energy solutions while promoting social impact and sustainab...

Renewable Electricity
251-1K
Founded 2010
$628M raised

Description

  • Serve as the primary point of contact for escalated customer issues from initiation through resolution.
  • Assess escalation severity, prioritize cases, and develop action plans to address customer concerns.
  • Work directly with customers to provide updates and ensure satisfactory issue resolution.
  • Collaborate with customer support, product, business, sales, and legal teams to gather information and drive resolutions.
  • Facilitate meetings and discussions with stakeholders to expedite resolution of escalated issues.
  • Advocate for customer needs and communicate feedback to the appropriate internal teams.
  • Identify root causes of recurring escalations and partner on corrective actions and process improvements.
  • Develop and maintain escalation management procedures and best practices.
  • Track and analyze escalation metrics and customer trends to identify opportunities for improvement.
  • Partner with the Voice of the Customer program manager to integrate feedback into broader customer experience initiatives.

Requirements

  • 2+ years of experience in customer service and escalations, preferably in the solar industry.
  • Strong solution-based problem-solving skills, especially related to solar energy systems.
  • A proactive, initiative-taking approach that brings ideas as well as questions.
  • Excellent verbal and written communication skills with a customer-centric mindset.
  • Ability to manage high-pressure escalations with professionalism and urgency.
  • Experience with CRM systems, with Salesforce preferred, and ticketing tools.
  • Ability to analyze NPS data and identify customer trends.
  • Flexibility to support business continuity efforts and assist with frontline operations when needed.
  • Employment is contingent upon the successful completion of a background check.

Benefits

  • Remote work based in the Philippines.
  • Comprehensive benefits package including medical, dental, and vision coverage.
  • Unlimited PTO.
  • Paid parental leave.
  • Retirement plans.
  • Career growth and promote-from-within culture.

Interested in this position?

Apply directly on the company website

Apply Now

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