A Career You Can Grow In
Energy
Sr.EscalationsExpert
“Sr. Escalations Expert at A Career You Can Grow In. Skills: Customer Issue Resolution, Communication, Process Enforcement, Relationship Building. Manage and resolve escalated customer issues. Serve as customer's single point of contact”
What You'll Achieve.
Receive five star ratings; Consistent positive feedback from customers; Achieve customer expectations; Provide accurate and timely resolution; Ensure completion of site visits; Solicit customer satisfaction feedback
Industry & Context.
Resolve escalated customer issues; Resolve customer questions and requests; Address complex issues
What They're Looking For.
Must Have
Strong knowledge of Escalations & Prevention processes and procedures, 5 + years of relevant work experience, Excellent written and oral communication skills, Ability to work independently on multiple cases with minimal supervision, Must be comfortable interacting with all levels of management, Strong proficiency with Google Suite, Excel, and PowerPoint, Excellent organizational and time management skills, Meticulous attention to detail
Nice to Have
Bachelor’s degree, customer success experience, project management experience, planning experience, in-house legal department or coordination experience, Salesforce knowledge
What You'll Do.
Manage and resolve escalated customer issues
Serve as customer's single point of contact
Interact with executives professionally
Form positive relationships with third parties
Enforce processes based on escalation insights
Deliver world-class customer experience
Set and achieve customer expectations
Provide proactive communication on case status
Resolve customer questions and requests
Schedule site visit appointments
Obtain signatures on documents
Document customer interactions and resolutions
Maintain understanding of solar journey
Maintain understanding of resolution tools
Discuss customer feedback post resolution
How You'll Work.
Team & Collaboration
Works directly with Staff Prevention SMEs; Fosters a collaborative and supportive environment; Co-workers can rely on you to pitch in; Building relationships across teams and with key stakeholders
Communication Scope
Excellent written and oral communication skills; Effectively explain complex issues to various audiences
Process & Methodology
Manage multiple cases, Prioritize multiple deadlines
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