Escalations Specialist
HybridEl Cajon, California, United States
Job Summary
Investigate escalated customer cases from assignment through resolution by identifying root causes and developing effective resolution plans. Partner with internal teams to gather information, coordinate next steps, and drive cases through to completion. Communicate professionally with customers via phone and written correspondence, setting clear expectations, providing timely updates, and drafting communications that align with company policies while protecting the company's reputation. Manage sensitive situations involving legal references, regulatory agencies, licensing boards, and online reviews with discretion. Maintain accurate case documentation while managing multiple high-priority cases to ensure transparency and accountability. This role requires 5+ years of customer service experience, proficiency with Salesforce and Microsoft Office 365, and strong conflict resolution skills within the solar or home improvement industry.
Required Qualifications
- 5+ years of customer service experience, preferably in a phone-based environment
- Experience handling customer escalations, complaint resolution, service recovery, or customer retention
- Exceptional written and verbal communication skills, with the ability to communicate professionally, diplomatically, and confidently in high-pressure and sensitive situations
- Strong active listening, emotional intelligence, conflict resolution, negotiation, and investigative problem-solving skills
- Excellent organizational skills with the ability to manage multiple complexes, high-priority cases simultaneously
- A self-motivated professional who exercises sound judgment, takes ownership, demonstrates initiative, and follows through on every commitment
Desired Qualifications
- Experience in residential construction, solar, roofing, HVAC, windows, or a related home improvement industry
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