Remote Escalations & Resolution Specialist

HomeWorks Energy, Inc.; United States; Remote; USD 28,000 - 40,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Paid training

401k Retirement Plan with match

PTO with accrual schedule

Employee Assistance Program

Remote work environment

Job summary

HomeWorks Energy, Inc. is seeking a Customer Resolution Specialist for a 100% remote, hourly position. You will handle complex escalations, act as primary contact for sensitive issues, and collaborate with cross-functional teams to resolve problems efficiently.

Experience in high-volume call centers and Salesforce is preferred. The role emphasizes timely, empathetic communication with customers, detailed case tracking, and ongoing process improvement.

Qualifications

• Requires a high school diploma or equivalent.
• 3+ years of experience in a high-volume call center with escalations.
• Familiarity with Salesforce CRM software.
• Excellent written and verbal communication and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Strong organizational skills with attention to detail.
• Proficiency in reading, writing, and communicating in English.

Responsibilities

• You will be the primary point of contact for escalated customer issues.
• You will analyze customer complaints or concerns and determine the best course of action to resolve them.
• You will collaborate with internal teams to investigate and address the root cause of customer issues.
• Track and document the status of escalation cases in a CRM or other system.
• Communicate with stakeholders to keep them informed about issue status.
• Provide feedback and recommendations for service enhancements.

Skills

Communication

Problem-solving

Conflict resolution

Education

High school diploma

Tools

Salesforce

Job description

HomeWorks Energy, Inc. is seeking a Customer Resolution Specialist for a 100% remote, hourly position. You will handle complex escalations, act as primary contact for sensitive issues, and collaborate with cross-functional teams to resolve problems efficiently.

Experience in high-volume call centers and Salesforce is preferred. The role emphasizes timely, empathetic communication with customers, detailed case tracking, and ongoing process improvement.