Escalations Specialist

Semper Solaris is a top-rated residential home improvement company specializing in Solar, Roofing, HVAC, Battery Backup, and Windows. We are committed to delivering exceptional service and products that improve comfort, efficiency, and sustainability for homeowners.

Benefits for Full-Time Employees Include:  

• Medical, Dental, Vision, Voluntary Life & AD&D Insurance, H.S.A., and Employee Assistance Program
• Potential Bonus Opportunities and Career Path Opportunities for Top Performers!  
• Paid Sick and Vacation Time  
• 401k

The Escalations Specialist serves as a critical point of resolution for high-level customer concerns across all divisions of the company. This role requires a proactive and empathetic communicator who can collaborate across departments, investigate complex issues, and drive resolutions that reinforce customer trust and operational efficiency. Success in this role depends on a high level of ownership and accountability - someone who takes initiative, follows through without exception, and treats each customer issue as their responsibility to resolve.

Key Responsibilities:

• Customer Resolution: Respond to escalated customer concerns with professionalism and empathy. Actively listen to identify core issues, clarify misunderstandings, and provide timely, realistic expectations.
• Case Investigation: Collaborate with internal teams (Sales, Operations, Project Management, Customer Service, Field, Finance) to gather context, identify root causes, and develop informed resolutions.
• Cross-Functional Communication: Build strong working relationships across departments to facilitate swift and effective issue resolution.
• Professional Correspondence: Craft clear and tactful messages that address customer concerns while aligning with company policy, protecting brand reputation, and minimizing risk through deliberate and professional phrasing.
• Regulatory and High-Sensitivity Issue Management: Navigate complex and sensitive customer situations involving references to legal action, regulatory complaints, or high-stakes concerns. Use sound judgment, professionalism, and strategic communication to de-escalate and guide resolution while protecting the company’s reputation and ensuring compliance.
• Effective Documentation: Maintain accurate, clear, and professional internal notes that summarize case history, customer interactions, and next steps, ensuring transparency and continuity for all team members involved in resolution.
• Issue Prevention: Apply good judgment and creative problem-solving to resolve issues early and prevent further escalation to upper management.
• Other Duties As Assigned: Perform additional tasks or projects as needed to support the team and company objectives.

Key Skills & Competencies:

• Exceptional written and verbal communication skills
• Strong active listening and emotional intelligence
• High attention to detail and follow-through
• Proven ability to de-escalate challenging conversations with composure and professionalism
• Conflict resolution and negotiation skills
• Self-motivated, resourceful, and capable of managing multiple high-priority issues simultaneously
• Comfortable navigating complex or ambiguous situations to find workable solutions
• Takes initiative and full ownership of assigned cases; demonstrates strong personal accountability and drive to see issues through to resolution

Qualifications:

• Minimum 5 years of customer service experience (phone-based experience strongly preferred)
• Prior experience in residential construction, solar, roofing, or HVAC industry preferred
• Familiarity with Salesforce and Microsoft Office 365 (especially Outlook)
• Experience handling escalations, service recovery, or customer retention required

Job Type: Full-time Hybrid 3 days in office 2 days remote

Pay rate: $26-$32 per hour

Work Schedule: Monday to Friday 8:30am-5:30pm or 9:00am-6:00pm 

Semper Solaris is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Salary : $26 - $32