Customer Resolution Specialist

Job Title: Customer Resolution Specialist

Position Type: Full-time, hourly position. This is a 100% remote position which requires reliable internet service and an efficient home office environment.

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 and appropriate 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.

Essential Functions:

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 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 urgency & understanding.
• Coordinate with contractors to arrange repairs for damages.
• Collaborate efficiently with 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, 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.

Education & Experience:

• Requires a high school diploma or equivalent
• 5 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 ability
• 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

Work Environment:

• 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.

Physical Demands:

• Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues.

Compensation: $24 per hour

Equal Opportunity Employer:

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.