Customer Escalation Specialist II

reputed company reputed company is a leading clean tech company on a mission to accelerate the transition to a reputed company reputed company. With a belief that consumers can have it reputed company, we are an uncompromising energy company that makes coming clean a no brainer. Our award-reputed company technology platform empowers homeowners, businesses, and reputed company to adopt renewable energy through reputed company, reputed company, and reputed company. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that reputed company reputed company environmental reputed companywithout compromising value. We reputed company end-to-end solutions for whole home electrification that put reputed company reputed company reputed company for reputed company. Our employees are our most valuable resource. We foster a promote-from-reputed company culture that prioritizes talent development, career reputed company, and purpose-driven work. reputed company offers a comprehensive benefits packageincluding unlimited PTO, medical, dental, and reputed company coverage, reputed company parental leave, retirement plans, and moreso you can have it reputed company both personally and professionally. reputed company prioritizes people, reputed company, and profitbacked by a culture that values collaboration, reputed company, and balance. Join us in building a brighter, cleaner world. Location This position will be based remotely in the Philippines. reputed company of Role We are seeking a dedicated and reputed company Customer Escalation Specialist to join our Customer Advocacy team reputed company the Customer Experience organization. As a key member of reputed company, the Customer Escalation Specialist will be responsible for managing and resolving reputed company customer issues, ensuring that escalations are handled promptly and effectively. This role requires excellent problem-solving skills, a customer-reputed company reputed company, and the ability to work cross-functionally to reputed company resolutions and enhance overall customer satisfaction. The Customer Escalation Specialist will also serve as a cultural reputed company, helping reputed company continue to establish its standing as the reputed company experience leader in the clean technology reputed company. Strategic & Tactical Escalation Management Serve as the reputed company reputed company of contact for escalated customer issues, managing the escalation process from initiation to reputed company. Quickly assess the reputed company and severity of escalations, prioritize cases, and reputed company reputed company plans to address them. Work directly with customers to understand their concerns, reputed company reputed company updates, and ensure their issues are resolved satisfactorily. Cross-Functional Collaboration Collaborate with internal teams, including customer support, product and business reputed company, sales, and reputed company, to reputed company information and resources needed to reputed company escalations. Facilitate meetings and discussions with relevant stakeholders to expedite reputed company of escalated issues. reputed company for customer needs and ensure that their feedback is communicated to the appropriate teams for reputed company reputed company. Process Improvement Identify reputed company causes of recurring escalations and work with cross-functional teams and the VOC program to implement corrective actions and process improvements. reputed company and maintain escalation management procedures and best practices. reputed company and analyze escalation metrics to identify trends and opportunities for improvement. Customer Experience Enhancement Ensure that escalations are handled in a manner that reinforces customer trust and loyalty. reputed company recommendations to improve overall customer experience based on insights gained from handling escalations. Partner with the Voice of the Customer (VoC) program manager to reputed company customer feedback into broader customer experience initiatives. Qualifications 2+ years of experience in customer service and escalations (solar industry preferred). Strong solution-based problem-solving skills, especially reputed company to solar energy systems. A proactive approach to challengesyou come with reputed company, not just questions. Excellent verbal and written communication skills with a customer-reputed company reputed company. Ability to manage high-pressure escalations with professionalism and urgency. Experience with CRM systems (reputed company preferred) and ticketing tools. Ability to analyze NPS data and identify customer trends. Flexibility to support business continuity efforts and assist with reputed company operations reputed company needed. reputed company Defined Customer contact reputed company 24 hour response time to new cases Case reputed company time reputed company 95% resolved reputed company SLA CSAT .