Customer Escalation Specialist, Spanish Bilingual

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the main point of contact for escalated customer issues, overseeing the escalation process from start to finish.

• Evaluate the nature and urgency of escalations, prioritize cases, and formulate action plans.

• Engage directly with customers to comprehend their concerns, provide timely updates, and ensure a satisfactory resolution.

• Collaborate with customer support, product teams, business groups, sales, and legal departments to address escalations.

• Organize stakeholder meetings and discussions to expedite resolutions.

• Advocate for customer interests and relay feedback to relevant teams.

• Identify the root causes of recurring escalations and implement corrective measures and process enhancements.

• Create and uphold escalation management procedures and best practices.

• Monitor and analyze escalation metrics to detect trends and opportunities for improvement.

• Ensure that escalations strengthen customer trust and loyalty.

• Suggest enhancements to the overall customer experience.

• Collaborate with the Voice of the Customer program manager on initiatives aimed at improving customer experience.

• Assist with business continuity efforts and frontline operations as necessary.

⛳️ Requirements

• A minimum of 2 years of experience in customer service and handling escalations; experience in the solar industry is preferred.

• Strong problem-solving abilities focused on solutions, particularly concerning solar energy systems.

• A proactive mindset towards challenges, bringing forward ideas and solutions.

• Exceptional verbal and written communication skills with a customer-focused approach.

• Capability to manage high-pressure escalations with professionalism and a sense of urgency.

• Familiarity with CRM systems; Salesforce experience is preferred.

• Experience with ticketing systems.

• Proficiency in analyzing NPS data to uncover customer trends.

• Willingness to support business continuity initiatives and assist with frontline operations when necessary.

• Bilingual in Spanish and English is required.

• Successful completion of a background check is required for employment.

🏝️ Benefits

• Unlimited PTO.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid parental leave.

• Retirement plans.

• Opportunities for talent development and career growth.

• A culture that promotes internal advancement.