Remote Escalations Specialist - Customer Resolution

HomeWorks Energy, Inc.; United States; Teletrabalho; USD 28 000 - 40 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health Insurance

Vision Insurance

Paid training

401k Retirement Plan with match

PTO with accrual schedule

Employee Assistance Program

Remote work environment

Remote position: This position is in …

Resumo da oferta

Homeworks Energy is seeking a Customer Resolution Specialist for a 100% remote, full-time position. You will be the primary contact for escalated customer issues and coordinate across departments to resolve complex cases.

The role emphasizes strong communication, problem solving, and CRM expertise (Salesforce). Requires 3+ years in a high-volume call center, a high school diploma, and ability to work in a remote home office.

Qualificações

• Requires a high school diploma or equivalent.
• 3+ years of experience in a high-volume call center dealing with complex escalations.
• Familiarity with Customer Relationship Management (CRM) software (Salesforce).
• Strong problem-solving and decision-making skills.
• Advanced mediation, conflict resolution, and de-escalation skills.
• Excellent written and verbal communication, as well as interpersonal skills.
• Ability to remain calm and professional under pressure.
• Ability to work well in a team environment.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Requires proficiency in reading, writing, and communicating in English.

Responsabilidades

• 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.
• Resolve Complex Issues: Handle intricate customer service inquiries and complaints escalated beyond the initial support level.
• Coordinate Across Departments: Collaborate with different teams, such as field staff, legal, or CS leadership, to find and implement solutions.
• Track and Document: Monitor the status of all escalation cases, ensuring timely resolution and documenting all actions in a CRM or other system.
• Communicate with Stakeholders: Keep customers, leadership, and other relevant parties informed about the status of an issue.
• Provide Feedback: Make recommendations for service enhancements and process improvements based on trends and recurring issues identified.
• Customer Coordination and Support: Address customer surveys promptly and effectively, coordinate with contractors to arrange repairs, and collaborate with insulation team members to resolve challenges.

Conhecimentos

Strong communication

Problem solving

De-escalation

Teamwork

English proficiency

Formação académica

High school diploma or equivalent

Ferramentas

Salesforce

Descrição da oferta de emprego

Homeworks Energy is seeking a Customer Resolution Specialist for a 100% remote, full-time position. You will be the primary contact for escalated customer issues and coordinate across departments to resolve complex cases.

The role emphasizes strong communication, problem solving, and CRM expertise (Salesforce). Requires 3+ years in a high-volume call center, a high school diploma, and ability to work in a remote home office.