[Hiring] Customer Resolution Specialist @Homeworks Energy

Role Description

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 resolution, always ensuring that customer satisfaction is achieved. You will be the primary point of contact for escalated customer issues, analyze customer complaints or concerns, and collaborate with internal teams to investigate and address the root cause of customer issues.

Essential Functions

• Resolve Complex Issues: Handle intricate customer service inquiries and complaints that have been 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.
• 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 trends and recurring issues identified.
• Customer Coordination and Support:
  • Address customer surveys promptly and effectively, with empathy & understanding.
  • Coordinate with contractors to arrange repairs for damages.
  • Collaborate efficiently with insulation 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 (sales), 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.

Qualifications

• Requires a high school diploma or equivalent.
• 3+ 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 skills.
• 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.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid training
• 401k Retirement Plan with match
• PTO with accrual schedule
• Paid holiday schedule
• Employee Assistance Program
• Remote work environment
• Fast growth opportunities!

Company Description

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.