Senior Energy Escalations Specialist

dcbel; San Francisco (CA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health insurance

ESOP

Flexible hours

Job summary

dcbel is seeking an Energy Resolutions Specialist to serve as the L3 technical resolution point for escalated issues. The role focuses on delivering timely resolutions, analyzing root causes, and collaborating across teams to minimize installation risks and improve the customer experience.

Ideal candidates have 7+ years of experience in residential energy, an electrical/engineering degree, and can travel up to 75%.

Qualifications

• 7+ years of working experience.
• Technical Electrical or Engineering degree or equivalent practical experience.
• Extensive residential energy experience, with solar experience considered an asset, including experience managing escalations.

Responsibilities

• Deliver timely resolutions for customer complaints escalated to the highest level within the organization.
• Investigate and analyze the root causes of customer escalations, partnering with other teams to develop resolutions that improve the customer experience.
• Maintain dcbel’s established service levels while proactively managing workload with minimal supervision.
• Present escalation cases internally with proposed resolutions and solutions, working with counsel and business teams to address customer complaints.
• Be well versed in contract terminology to understand financial implications and installation specifications.
• Travel up to 75% of time.

Skills

Critical thinking

Team collaboration

Independent decision making

Communication skills

Organizational skills

Education

Electrical Engineering degree

Job description

dcbel is seeking an Energy Resolutions Specialist to serve as the L3 technical resolution point for escalated issues. The role focuses on delivering timely resolutions, analyzing root causes, and collaborating across teams to minimize installation risks and improve the customer experience.

Ideal candidates have 7+ years of experience in residential energy, an electrical/engineering degree, and can travel up to 75%.