Customer Escalation Specialist
Palmetto Clean TechRemote
Full Time
Posted December 31, 2025
Solar Energy
Remote
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Application opens on company website
Job Description
A Customer Escalation Specialist responsible for managing and resolving complex customer issues within the clean tech industry, ensuring high customer satisfaction through cross-functional collaboration and process improvement.
Key Responsibilities
- Manage and resolve complex customer escalations from initiation to resolution
- Assess severity of escalations, prioritize cases, and develop action plans
- Collaborate with internal teams to gather information and expedite resolution
- Communicate with customers to understand concerns and provide timely updates
- Identify root causes of recurring issues and implement process improvements
- Track escalation metrics and analyze trends for continuous improvement
- Enhance customer experience by handling escalations in a manner that builds trust and loyalty
Requirements
- Minimum of 2 years of experience in customer service and escalations, with preference for experience in the solar industry.
- Strong solution-based problem-solving skills, especially related to solar energy systems.
- A proactive approach to challenges with the ability to generate ideas and solutions, not just questions.
- Excellent verbal and written communication skills with a customer-centric mindset.
- Ability to manage high-pressure escalations with professionalism and a sense of urgency.
- Experience with CRM systems, with Salesforce preferred, and familiarity with ticketing tools.
- Ability to analyze Net Promoter Score (NPS) data and identify customer trends.
- Flexibility to support business continuity efforts and assist with frontline operations when needed.
- Employment contingent upon the successful completion of a background check.
Benefits & Perks
unlimited PTO
medical coverage
dental coverage
vision coverage
paid parental leave
retirement plans
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