Momentum Solar of Edison, New Jersey, is committed to making renewable solar energy more accessible with affordable pricing and no up-front costs. The privately
Escalations Agent
Location
EST (UTC-5)
Posted
2 days ago
Salary
$45K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Escalations Agent
Momentum Solar
Role Description We are seeking a detail-oriented and customer-focused Escalations Agent to join our team. This role is responsible for managing escalated customer cases from intake through resolution while maintaining proactive communication based on agreed-upon follow-up schedules. The Escalations Agent will conduct comprehensive case reviews by: - Analyzing customer accounts - Investigating CRM records - Reviewing project history - Gathering information from internal departments This role also manages executive-level customer communications, including: - Better Business Bureau (BBB) complaints - Online review responses - Other high-priority customer concerns The ideal candidate is highly organized, analytical, and possesses a strong understanding of the solar installation process and company workflows. Success in this role requires the ability to: - Navigate complex CRM records - Identify gaps or trends - Present findings to leadership - Ensure customers receive timely, accurate communication throughout the resolution process Qualifications - High school diploma or equivalent required; some college coursework preferred - Previous experience managing complex customer escalations or case management - Advanced knowledge of CRM systems with the ability to efficiently research, analyze, and document complex account histories - Strong understanding of the residential solar installation process, including project milestones, service, permitting, inspections, and customer lifecycle - Exceptional written communication skills with the ability to communicate professionally, objectively, and empathetically - Strong analytical, investigative, and critical thinking skills with exceptional attention to detail - Ability to interpret documentation, identify discrepancies, and present objective findings to leadership - Excellent organizational and time management skills with the ability to manage multiple active cases and competing priorities - Experience collaborating with cross-functional teams and senior leadership - Experience handling BBB, executive, or regulatory complaints preferred - Previous experience in the solar or renewable energy industry is strongly preferred - Remote work experience preferred - Bilingual preferred Requirements - Manage a portfolio of escalated customer cases from intake through resolution - Conduct detailed investigations by reviewing CRM records, project documentation, account history, contracts, and internal communications - Gather information from cross-functional teams to develop a complete understanding of customer concerns - Analyze findings and prepare concise case summaries, timelines, and recommended resolutions for management review - Present case findings and supporting documentation to the Escalations Manager and leadership to assist in resolution decisions - Maintain consistent customer communication based on agreed-upon follow-up schedules and documented action plans - Serve as the primary point of contact for customers throughout the escalation process - Draft and manage responses for Better Business Bureau (BBB) complaints, Attorney General (AG) complaints, online reviews, and other inquiries - Collaborate with Legal, the Vice President of Field Operations, Service, Scheduling, Accounting, Sales, and other departments to resolve complex customer issues - Maintain accurate and detailed case notes, timelines, and documentation within the CRM - Monitor case progress to ensure deadlines, commitments, and service-level expectations are met - Identify process gaps and trends that contribute to customer escalations and communicate findings to leadership Benefits - Pay Structure: 45,000k Annually - Schedule: 9:00amEST-6:00pmEST Monday-Friday - Remote Work Opportunity
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