Escalation Specialist

Escalation Specialist

(IN OFFICE - Concord, CA Area (Concord, Dublin, Pleasanton)

Welcome to Better Earth, a dynamic company that seamlessly combines the imperative of creating a more sustainable world with our unwavering drive for competitive growth. Our unwavering commitment lies in selling, installing, and supporting residential solar projects in a refreshingly modern and upbeat fashion, all while upholding our steadfast dedication to sustainability.

What sets Better Earth apart from the rest? It's our unshakable foundation built upon four core values that course through the veins of every individual within our organization: empathy, communication, extreme ownership, and belief. These values serve as our compass, guiding us toward a collective vision of making the world a better place. Together, united by these values, we are an unstoppable force, working tirelessly to create a future where sustainability reigns supreme.

We embrace these values to the core, as they embody our unwavering dedication to our mission: creating a better earth. Together, we will leave an enduring legacy for generations to come.

Job Description

The Escalation Specialist is responsible for providing an overall elevated experience to creative problem solving at Better Earth. The Escalation Specialist will handle and resolve escalated customer matters, finding the most professional, amiable, and creative solutions to solve any roadblocks that stand in the way of project completion. The ideal candidate is friendly, patient, and quick on their feet.

Responsibilities:

• Maintain professional and amiable communication with customers regarding any questions
• Provide an overall elevated experience for clients
• Resolve concerns regarding solar design, installation, and financing
• Increase communication and speed of resolutions with clients on projects that pose roadblocks costing upwards of $1,000 to achieve activation
• Increase communication and speed of resolutions with clients who are either claiming damage to the home not covered under warranty or requesting relocation of installed equipment that we deem not be covered under warranty
• Increase communication and speed of resolutions with clients who are threatening to or have gotten legal involved
• Increase communication and speed of resolutions with clients who encounter the same project problem 3+ times (ex: inspection failure 3x)
• Increase communication and speed of resolutions with clients on projects post install that require an updated utility bill to get PTO
• Increase communication and speed of resolutions with clients on projects post install that require additional document signatures

Requirements

• Exceptional Verbal and Written Communication
• Persuasive/Salesmanship
• Creative Problem Solving
• Project Management skills
• Organized and efficient
• Solar experience REQUIRED
• 3+ years sales experience REQUIRED
• Customer Service experience REQUIRED
• Comfortable with escalated customers - knowledge of de-escalation tactics ideal

Benefits

Job Type: Full-time

IN OFFICE

Monday - Friday 9am - 5pm PST

Compensation

• $65,000 - $70,000/year base salary + up to $15,000/year bonuses

Full Benefits Package

• Health Insurance
• Dental
• Vision
• Life Insurance
• Paid Time Off
• Paid Holidays
• 401K