Customer Resolution Specialist

This is a fully remote position, open to applicants in Arizona, +21 more states.

📋 Description

• Manage complex customer service inquiries and complaints that have been escalated beyond the initial support tier.

• Act as the primary contact for escalated customer issues.

• Evaluate customer complaints or concerns to identify the most effective course of action.

• Collaborate with field staff, legal teams, customer service leadership, and other internal departments to investigate root causes and implement solutions.

• Oversee escalation cases, ensure timely resolutions, and document actions in Salesforce, a CRM, or other systems.

• Keep customers, leadership, and relevant stakeholders updated about the status of issues.

• Suggest enhancements to services and process improvements based on identified trends and recurring issues.

• Respond to customer surveys in a timely and empathetic manner.

• Coordinate with contractors to facilitate repairs for damages.

• Work alongside insulation team members and field crews to address challenges.

• Quickly respond to emails in the shared inbox from field crews, home energy specialists, lead vendors, and others.

• Update entries in Salesforce, Lead Vendor, and HWE Calendar accurately according to appointment requirements.

• Undertake additional tasks as needed.

⛳️ Requirements

• A high school diploma or equivalent is required.

• A minimum of 3 years of experience in a high-volume call center handling complex escalations.

• Familiarity with Customer Relationship Management (CRM) software, specifically Salesforce.

• Strong skills in problem-solving and decision-making.

• Advanced abilities in mediation, conflict resolution, and de-escalation.

• Excellent written and verbal communication skills, along with strong interpersonal abilities.

• Capability to remain calm and professional in high-pressure situations.

• Ability to thrive in a team-oriented environment.

• Strong organizational skills and meticulous attention to detail, with the capacity to manage multiple tasks simultaneously in a fast-paced setting.

• Proficiency in reading, writing, and communicating in English is required.

• Applicants must currently reside in and be authorized to work in MA, AZ, CA, CO, CT, FL, GA, ME, MO, NE, NV, NH, NJ, NM, NY, NC, OH, PA, RI, SC, TN, TX, or VT.

🏝️ Benefits

• Health Insurance

• Dental Insurance

• Vision Insurance

• Paid training

• 401k Retirement Plan with match

• PTO with an accrual schedule

• Paid holiday schedule

• Employee Assistance Program

• Remote work environment

• Fast growth opportunities!