Senior Escalations Specialist — Customer Experience Lead

California Solar Company; El Cajon (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Semper Solaris is seeking an Escalations Specialist to own high-priority customer concerns from assignment through resolution, investigating issues and coordinating with internal teams to deliver effective outcomes. The role emphasizes professionalism, judgment, and strategic communication with customers in a home-improvement context.

You will maintain accurate case documentation, collaborate across departments, and support additional initiatives while protecting the company's reputation.

Qualifications

• 5+ years of customer service experience, preferably in a phone-based environment.
• Experience handling customer escalations, complaint resolution, service recovery, or customer retention.
• Experience in home-improvement industries is preferred.

Responsibilities

• Take ownership of escalated customer cases from assignment through resolution by investigating concerns and developing resolution plans.
• Partner with internal teams to gather information and drive cases to resolution.
• Communicate professionally with customers via phone and email, setting expectations and providing timely updates.

Skills

Customer service

Escalation handling

Communication

Problem solving

Cross-functional collaboration

Attention to detail

Tools

Salesforce

Outlook

Microsoft Office 365

Job description

Semper Solaris is seeking an Escalations Specialist to own high-priority customer concerns from assignment through resolution, investigating issues and coordinating with internal teams to deliver effective outcomes. The role emphasizes professionalism, judgment, and strategic communication with customers in a home-improvement context.

You will maintain accurate case documentation, collaborate across departments, and support additional initiatives while protecting the company's reputation.