Customer Success Specialist II, Spanish Bilingual

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

📋 Description

• Address escalated customer concerns that necessitate advanced problem-solving skills.

• Resolve priority cases for internal teams, ensuring resolutions are achieved promptly.

• Act as a technical and operational expert, aiding frontline agents with intricate inquiries.

• Collaborate closely with internal departments (such as Engineering, Field Ops, and Billing) to facilitate case resolutions.

• Conduct outbound follow-ups with customers who have provided passive or negative NPS scores, identifying issues and proposing solutions.

• Collect customer feedback to enhance overall service quality and escalate systemic concerns to leadership.

• Recognize trends in customer dissatisfaction and suggest process enhancements.

• Reach out to customers who gave positive survey responses to request lead referrals for potential new clients.

• Serve as backup support for frontline operations during BPO outages or system interruptions.

• Assist in load balancing during peak call volumes or periods of staffing shortages.

⛳️ Requirements

• Minimum of 2 years of experience in customer service and escalations (experience in the solar industry is preferred).

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

• A proactive mindset towards challenges—you bring ideas along with questions.

• Exceptional verbal and written communication skills with a focus on customer satisfaction.

• Capability to handle high-pressure escalations with professionalism and urgency.

• Familiarity with CRM systems (Salesforce preferred) and ticketing tools.

• Ability to analyze NPS data and discern customer trends.

• Willingness to support business continuity efforts and assist with frontline operations as necessary.

• Proficiency in Spanish to effectively assist Spanish-speaking customers (required).

🏝️ Benefits

• Unlimited PTO

• Medical coverage

• Dental coverage

• Vision coverage

• Paid parental leave

• Retirement plans

• Career growth opportunities