Handles escalated customer complaints and complex service issues, serving as the primary resolution contact. Responsibilities include investigating root causes, coordinating with internal teams and contractors, documenting cases in Salesforce and related systems, communicating status updates, responding to customer surveys and shared inbox messages, and recommending process improvements. The role requires strong conflict-resolution, mediation, communication, organization, and multitasking skills in a high-volume remote customer support environment.
Customer Resolution Specialist
Position Type: Full-time, 100% remote, hourly position eligible for overtime.
Compensation: $25 per hour
While this position is 100% remote, our company is currently registered as an employer only in specific states. To comply with state tax laws, payroll regulations, and employment standards, we can only consider applicants who currently live in and are authorized to work in: MA, AZ, CA, CO, CT, FL, GA, ME, MO, NE, NV, NH, NJ, NM, NY, NC, OH, PA, RI, SC, TN, TX, VT
Job Summary:
The Customer Resolution Specialist is responsible for handling complex, high-priority cases that require strong communication, problem-solving, and conflict resolution skills.
This role requires the ability to provide appropriate and timely resolution, always ensuring that customer satisfaction is achieved.
- 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.
The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
- Resolve Complex Issues: Handle intricate customer service inquiries and complaints that have been 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. This includes a strong attention to detail, and the ability to meticulously track cases through various stages of completion.
- 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 the trends and recurring issues identified.
Customer Coordination and Support:
- Address customer surveys promptly and effectively, with empathy & understanding.
- Coordinate with contractors to arrange repairs for damages.
- Collaborate efficiently with insulation team members, including field crews, to resolve challenges as they arise.
- Maintain a consistently positive, empathetic, and professional demeanor with all customers at all times.
- Respond to emails from field crews, home energy specialists (sales), lead vendors and others in the shared email inbox promptly.
- Update all relevant Salesforce, Lead Vendor, and HWE Calendar entries accurately based on appointment needs.
- Perform additional tasks as required.
- 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
Perks/Benefits:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid training
- 401k Retirement Plan with match
- PTO with accrual schedule
- Paid holiday schedule
- Employee Assistance Program
- Remote work environment
- Fast growth opportunities!
- Remote position: This position is in the employee's residence and requires the employee to have a workspace free of distraction during work hours to perform job duties.
- Requires sitting at a desk for long periods of time, performing tasks on a computer.
At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.
HomeWorks Energy Medford, Massachusetts, USA Office
101 Station Landing, Ste 110, Medford, MA, United States, 02155
HomeWorks Energy Boston, Massachusetts, USA Office
Boston, United States
HomeWorks Energy Woburn, Massachusetts, USA Office
Woburn, United States
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