Senior Agent, Tier II – Customer Operations

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

📋 Description

• Oversee escalated customer interactions that are referred from Tier I or various departments within the organization.

• Take ownership of complicated customer cases from initial investigation to final resolution, including necessary follow-up actions.

• Investigate billing issues, payments, community solar subscriptions, account discrepancies, and other customer-related concerns.

• Convey intricate information to customers accurately and clearly.

• Assess when cross-functional assistance or escalation is needed and coordinate the subsequent steps.

• Document customer interactions, research findings, actions taken, and resolutions meticulously.

• Supervise, prioritize, and manage assigned Tier II email and case queues effectively.

• Ensure that cases are resolved within expected service-level and response-time standards.

• Track case aging, follow-up obligations, and outstanding issues.

• Assist with delinquency workflows, which include customer outreach, case assessment, follow-up, and resolution.

• Collaborate with Billing, Accounting/Finance, Subscription Management, Operations, Account Management, Engineering/Systems, external partners, and vendors.

• Recognize recurring customer challenges, operational deficiencies, and process flaws.

• Provide insights to Customer Operations leadership regarding customer pain points and opportunities for improvement.

• Support the development of SOPs, process documentation, customer communication templates, and knowledge-base resources.

• Engage in training, calibration, quality assessments, and continuous improvement initiatives.

⛳️ Requirements

• A minimum of 3 years of experience in customer service, customer operations, or call center roles, particularly in managing escalated or complex customer issues.

• Proven ability to independently investigate and resolve complex billing, payment, account, or service-related challenges.

• Exceptional critical-thinking, problem-solving, and analytical abilities.

• Capability to interpret account information and identify discrepancies, root causes, and suitable resolution paths.

• Excellent written and verbal communication skills, including the capacity to clearly explain complex information to customers and internal stakeholders.

• Strong organizational and time-management skills, with the ability to handle multiple priorities and customer commitments simultaneously.

• Demonstrated accountability and the ability to drive tasks to completion with minimal supervision.

• Experience with CRM systems and managing customer cases or queues.

• Salesforce experience is highly preferred.

• Familiarity with community solar, utility operations, renewable energy, or energy billing processes is advantageous.

• Experience in a cross-functional or dynamic operational environment is preferred.

🏝️ Benefits

• A remote-first culture – work in the environment where you are most productive and comfortable.

• Flexible paid time off – take the time you need to recharge without needing to provide explanations.

• 13 company holidays and Summer Fridays – enjoy built-in long weekends and early logoffs to enjoy the sunshine.

• 16 weeks of paid parental leave.

• 80–95% company-paid medical, dental, and vision coverage.