Customer Experience Specialist

Jobgether; United States; On-site; USD 48,000 - 75,000; Full time

Job summary

Jobgether partners with a growing solar storage company to hire a Customer Experience Specialist in the United States.

You will own complex escalations, coordinate with operations, legal teams, and field service partners, and drive improvements in processes and customer experience, while mentoring peers and contributing to operational excellence.

Responsibilities

• Own an individual queue of complex, high-sentiment escalations from initial contact through resolution.
• Negotiate and settle eligible financial disputes within authority limits.
• Communicate clearly and empathetically on sensitive customer concerns and trade-offs.
• Manage executive-level complaints balancing advocacy, policies, risk, and outcomes.
• Coordinate with Legal and internal stakeholders on regulatory complaints and deadlines.
• Identify high-risk cases and escalate to drive risk mitigation.

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Specialist based in the United States.

This role is an opportunity to make a direct impact on customer outcomes within the rapidly evolving solar and energy storage industry.

You’ll own complex and high-sentiment escalations, guiding customers toward clear and equitable resolutions.

The position combines technical solar expertise, empathetic communication, regulatory awareness, and strong case-management skills.

You’ll serve as a central point of coordination between customers, operations, legal teams, field service partners, and other internal stakeholders.

Beyond resolving individual cases, you’ll identify recurring issues and help improve processes, documentation, and customer experience standards.

The role offers meaningful autonomy, opportunities to mentor peers, and the chance to influence operational excellence across a growing organization.

You’ll thrive in an environment that values accountability, transparency, collaboration, continuous learning, and customer advocacy.

Accountabilities:

• Own an individual queue of complex, high-sentiment escalations from initial contact through confirmed resolution, serving as the primary point of contact for homeowners, clients, and external partners.
• Negotiate and settle eligible financial disputes within established authority limits, with a focus on achieving timely and appropriate resolution.
• Communicate clearly, professionally, and empathetically when addressing sensitive customer concerns, explaining technical issues, trade-offs, and available paths forward.
• Manage executive-level customer concerns while balancing customer advocacy, company policies, risk considerations, and equitable outcomes.
• Receive, investigate, and respond to complaints from Attorneys General, the Better Business Bureau, consumer protection agencies, and other regulatory bodies while meeting required response deadlines.
• Coordinate legal escalations and claims with Legal and relevant internal stakeholders by gathering documentation, investigating case histories, and supporting resolution efforts.
• Identify cases involving elevated legal, financial, regulatory, or reputational risk and escalat....