Escalations Specialist

Freedom Solar Power is one of the largest and fastest-growing solar installation companies in the United States. Founded in Austin in 2007, our residential business serves Texas and Florida. Our commercial business has a nationwide reach. At Freedom Solar Power, our strong reputation in the industry is based on our dedication to quality workmanship and outstanding customer service. The mission is to enable our customers to live more powerfully by harnessing clean, affordable, and reliable energy from the sun. We take great pride in living by these 6 core values:

Pride in Quality Craftsmanship Go Above and Beyond Put People First  Have a Humble Heart Give a Damn Shoot Straight

Freedom Solar Power is looking for a professional and detail-oriented Escalations Specialist to join our team. You will be responsible for ensuring customer satisfaction by quickly addressing customers queries and complaints regarding their solar installation and providing solutions. The escalations specialist must be able to stay calm when the customer is stressed and/or upset and de-escalate the issue by providing solutions. You must maintain a positive, empathetic, cheerful, and professional interaction with customers. This is an in-office position, to be based in Austin, Texas.

Essential Functions and Duties:

• Handle escalated customers with professional care and concern through various channels (phone and email)
• Promptly assist the Customer Escalations Manager with any pending escalations tickets, Negative Customer reviews/NPS detractors.
• Work to improve customer experience/satisfaction by providing positive resolutions for all customer escalations
• Completing logs of customers interactions and transactions as well as actions taken to resolve the problem
• Understanding the Freedom Solar Power products and installation process to answer questions appropriately
• Complete daily customer retention outreach responsibilities
• Develop customer retention strategies/provide internal feedback on how customer retention may be improved
• Generate referrals and positive online reviews
• Assist with other administrative tasks as needed
• Assisting other departments with customer service requests and other duties as assigned

Qualifications:

• 1 to 2 years of high volume customer service experience required
• Must have excellent interpersonal skills (i.e. speaking on phone clearly)
• Must possess professionalism and a positive attitude
• Must have excellent verbal and written communication skills

Knowledge, Skills and Abilities:

• Strong conflict resolution skills
• Detailed oriented and professional demeanor
• Strong organizational skills
• Ability to multitask
• Excellent customer service skills
• Advanced communication and interpersonal skills
• Proficiency with Microsoft Office and Google Workspace

Favorable, but not Necessary Experience:

• Salesforce
• HubSpot
• Five9 dialer system
• General sales experience