What are the responsibilities and job description for the Escalation Specialist position at ZEO Energy?
About Us:
Founded in 2005, Sunergy Renewables (now Zeo Energy) is a vertically integrated residential solar company. We are in the energy efficiency business with installations on over 16,000 homes nationwide. We pride ourselves on being committed to quality and have established high standards to control and guarantee the quality of our work. From sales to installation to customer care, everything we do is in-house. Focused on rapid expansion, our company became a publicly traded company in March of 2024, solidifying a spot in the upper echelon of US residential solar. At Zeo Energy, you'll have the opportunity to be part of an industry leader, drive meaningful change in the renewable energy space, and help shape a sustainable future—while growing your career alongside a dynamic, forward-thinking team.
Job Description:
Position Overview:
We are seeking a highly motivated Escalation Specialist to join our dynamic and culture-focused team. As the Escalation Specialist, you will play a critical role in managing and resolving complex customer issues. The ideal candidate will have exceptional problem solving skills, strong communication abilities, and an understanding of solar energy solutions.
Key Responsibilities:
Customer Issue Resolution:
- Handle escalated customer inquiries and concerns via phone, email, and live chat.
- Investigate and resolve complex issues related to solar system installations, equipment malfunctions, billing discrepancies, and service concerns.
- Act as the main point of contact for high-priority or high-value customer accounts.
- Provide timely, accurate, and professional responses to customer concerns, ensuring all issues are fully resolved.
Collaboration with Internal Teams:
- Work closely with field technicians, installation teams, sales, and the technical support department to ensure comprehensive solutions are provided to customers.
- Collaborate with the warranty, billing, and engineering teams to investigate and resolve issues related to product defects, system performance, and service disruptions.
Customer Satisfaction and Retention:
- Strive to turn escalated situations into positive customer experiences, maintaining high levels of customer satisfaction.
- Engage in proactive follow-ups to ensure customers are satisfied with the resolution and that any necessary corrective actions are taken.
Documentation and Reporting:
- Keep detailed records of customer interactions, including the nature of the escalation, steps taken to resolve the issue, and the final outcome.
- Track recurring issues and identify patterns to help prevent future escalations.
- Provide reports on customer escalations to leadership, highlighting trends, challenges, and opportunities for process improvement.
Qualifications:
- 1 year of experience in the solar or renewable energy industry required
- 1 year of customer service/retention experience required
- Strong communication and interpersonal skills
- Demonstrated process development and root cause problem solving skills
- Capability to work effectively in a collaborative team environment
- Demonstrated ability to take initiative and make decisions
Why Work at Zeo Energy?
- Be part of an innovative team dedicated to renewable energy and sustainability
- Opportunities for professional growth and advancement in a growing industry
- Competitive pay, benefits, and a supportive work environment
Zeo Energy is an equal-opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
While performing the duties of this job, the employee is regularly required to talk or listen. Regular periods of sitting or standing may be required by this position. Specific vision abilities required by this job include close vision and ability to adjust focus.
Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it.
