Customer Escalation Specialist
Palmetto Clean TechnologyRemote
Full Time
Posted December 31, 2025
Solar Energy
Remote
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Job Description
A Customer Escalation Specialist responsible for managing and resolving complex customer issues within the clean tech industry, ensuring high customer satisfaction through effective problem-solving, cross-functional collaboration, and process improvement.
Key Responsibilities
- Manage and resolve complex customer escalations from initiation to resolution
- Assess the 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 escalations and implement corrective actions
- Develop and maintain escalation management procedures and best practices
- Analyze escalation metrics to identify trends and areas for improvement
- Enhance customer experience by handling escalations in a manner that builds trust and loyalty
Requirements
- A 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, demonstrating the ability to generate ideas and solutions rather than just asking 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 is 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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