Senior Customer Care Specialist: Escalations

BMI Suomi (Icopal Oy, Icopal Katto Oy, Ormax Tiilikatot); Georgetown (TX); Vor Ort; USD 76.000 - 105.000; Vollzeit

Benefits dieser Stelle

Health insurance

401K plan with employer match

Tuition reimbursement

Zusammenfassung

GAF Energy is seeking a Senior Specialist Customer Care to drive elevated customer support strategies, high-tier resolution management, and process optimization across our residential solar platform.

Reporting to the Senior Manager of Customer Operations, this role leads complex escalation resolution, root-cause analysis, and cross-functional solutions with Field Operations, Technical Support, Product Management, and Quality Assurance.

Qualifikationen

• 5+ years of progressive experience in high-tier customer support or related operations.
• Strong analytical skills with data-driven decision making.
• Excellent verbal and written communication for executive audiences.

Aufgaben

• Own high-severity customer and partner escalations from start to resolution.
• Conduct root-cause analysis of recurring issues and drive cross-functional improvements.
• Collaborate with Field Operations, Scheduling, Engineering, and Quality teams to address systemic issues.
• Develop and update SOPs, Knowledge Base articles, and training workflows.
• Monitor key metrics (NPS, CSAT, FCR, SLA) and provide leadership with insights.
• Mentor junior team members and support onboarding and case reviews.

Kenntnisse

Customer escalation management

Data-driven problem solving

Executive communication

Ausbildung

Bachelor’s degree or higher

Tools

Salesforce

Zendesk

Jobbeschreibung

GAF Energy is seeking a Senior Specialist Customer Care to drive elevated customer support strategies, high-tier resolution management, and process optimization across our residential solar platform.

Reporting to the Senior Manager of Customer Operations, this role leads complex escalation resolution, root-cause analysis, and cross-functional solutions with Field Operations, Technical Support, Product Management, and Quality Assurance.