Customer Experience Escalation Specialist

Empower Home Services; Clovis (CA); On-site; USD 52,000 - 62,000; Full time

Benefits offered by this job

Health coverage

401K

Paid holidays

Sick leave

Job summary

Empower Home Services is seeking a Customer Experience Coordinator II to own escalated customer concerns and coordinate across departments to resolve complex issues. You will manage escalations from frontline staff, ensure timely resolutions, and document outcomes for continuous improvement.

This role requires strong judgment, independence, and a proactive approach to improving customer interactions. Experience in solar, roofing, or related services is a plus, with a competitive compensation

Qualifications

• 3+ years related experience in Customer Service.
• Ability to make sound, independent judgments.
• Capacity and desire to expand knowledge of software capabilities.
• Take initiative to plan, organize, and complete assignments independently.

Responsibilities

• Own escalated customer concerns and drive resolution across departments.
• Monitor escalations and ensure timely progress within SLAs.
• Apply sound judgment to determine when involvement from Customer Experience Manager is needed.
• Support the team with communication and best practices to improve the customer experience.

Skills

Customer service experience

Education

High School Degree

Job description

Empower Home Services is seeking a Customer Experience Coordinator II to own escalated customer concerns and coordinate across departments to resolve complex issues. You will manage escalations from frontline staff, ensure timely resolutions, and document outcomes for continuous improvement.

This role requires strong judgment, independence, and a proactive approach to improving customer interactions. Experience in solar, roofing, or related services is a plus, with a competitive compensation