Customer Escalations Representative

About the Job

Position Responsibilities:

• Provide world-class customer service for a large, multistate solar company.
• Ability to analyze projects and processes.
• Talking with customers using a variety of contact avenues after systems have been installed.
• Strong communication skills verbal & written.
• Work to resolve any customer issues as an agent of the company, track solution commitments, and include possible payments to customers.
• Represent the company in solutions found to resolve escalated customer issues.
• Represent the company, along with the management team, in the initial stages of legal proceedings, such as with the attorney general, Better Business Bureau, and legal demand letters.
• Manage Facebook and other social media platforms by responding to customer comments/concerns.

What You Provide:

• An appeasing attitude to resolve issues
• Professional and pleasant personality
• Good time management skills
• Great Organization Skills
• Eye for details & a passion to help customers

What We Require:

• Willingness to grow and learn
• Able to work on-site 40 hours per week
• Solutions-oriented people, we aren't perfect but don't need critics, but rather people to help us improve

Job Type: Full-time

Non-Exempt

Schedule:

• Monday - Friday
• 8:00 am - 4:00 pm

Requirements

Job Requirements:

• Excellent Written Communication Skills: Demonstrated ability to write clearly, concisely, and empathetically, with attention to grammar, spelling, and tone.
• Strong Interpersonal Skills: Ability to remain calm and positive under pressure, and to communicate effectively with customers to de-escalate tense situations.
• Exceptional Organizational Skills: Ability to manage and prioritize multiple customer interactions simultaneously while maintaining accurate records.
• Experience with Social Media Platforms: Proficiency in using major social media platforms (e.g., Facebook, Twitter, Instagram) and familiarity with social media management tools.
• Problem-Solving Abilities: Strong analytical skills to identify and address customer issues efficiently and propose effective solutions.
• Customer-Centric Attitude: A genuine commitment to providing outstanding customer service and improving the customer experience.
• Previous Experience: Proven experience in a customer service role, preferably with a focus on social media or online support, is highly desirable.

Benefits:

We offer a comprehensive benefits package designed to support the well-being of our employees and their families. Our benefits include:

-Medical Insurance: We provide competitive medical insurance options, including various plans to meet your specific needs. Coverage includes preventive care, doctor visits, prescription medications, and more.

-Dental Insurance: Our dental options cover routine check-ups, cleanings, orthodontics, and procedures, helping you maintain your oral health.

-Vision Insurance: Our vision plan provides coverage for routine eye exams, lenses, frames, and contact lenses to keep your eyesight in top condition.

Additional benefits may include:

- Life Insurance, Voluntary STD/LTD, FSA/HSA, and other voluntary plans

- Paid Time Off (PTO)

- Employee Assistance Program (EAP)

We are committed to providing a benefits package that supports the health, financial stability, and work-life balance of our employees. Join our team and be part of a dynamic company committed to excellence in insulation installation and customer satisfaction!