Handle escalated customer issues that require advanced problem-solving.
Resolve high-touch priority cases for internal teams, ensuring timely resolution.
Serve as a technical and operational expert, assisting frontline agents with complex inquiries.
Work closely with internal departments (e.g., Engineering, Field Ops, Billing) to facilitate case resolution.
Conduct outbound follow-ups for customers with passive or negative NPS scores, identifying pain points and providing solutions.
Gather customer feedback to improve overall service quality and escalate systemic issues to leadership.
Identify trends in customer dissatisfaction and recommend process improvements.
Call customers who provided positive survey scores to ask for lead referrals for potential new customers.
Act as a backup team for frontline operations in case of BPO outages or system disruptions.
Assist in load balancing during high call volumes or staffing shortages.

2+ years of experience in customer service and escalations (solar industry preferred)
Strong solution-based problem-solving skills, especially related to solar energy systems
A proactive approach to challenges—you come with ideas, not just questions
Excellent verbal and written communication skills with a customer-centric mindset
Ability to manage high-pressure escalations with professionalism and urgency
Experience with CRM systems (Salesforce preferred) and ticketing tools
Ability to analyze NPS data and identify customer trends
Flexibility to support business continuity efforts and assist with frontline operations when needed
Proficiency in Spanish to effectively support Spanish-speaking customers (required)

Customer Success Specialist II, Spanish Bilingual

Key skills