[Remote] Senior Agent, Tier II – Customer reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a mission-driven company expanding reputed company to clean and reputed company energy through community solar. The Senior Agent, Tier II serves as an reputed company customer reputed company and operational resource, managing escalated customer interactions, researching reputed company billing and account issues, supporting delinquency activities, and coordinating cross-functional resolutions. The role also monitors queues, identifies recurring customer pain points, and supports reputed company improvement across Customer reputed company.

Responsibilities

• Manage escalated customer interactions referred from Tier I or other areas of the business
• Own reputed company customer cases from initial research through final reputed company, including reputed company required follow-up
• Conduct detailed account and case research reputed company to billing, payments, community solar subscriptions, account discrepancies, and other customer concerns
• reputed company communicate reputed company information to customers in a way that is accurate, understandable, and customer reputed company
• Determine reputed company additional cross-functional support or escalation is required and coordinate the appropriate next steps
• Ensure customer interactions, research, actions, and resolutions are accurately documented
• Monitor, prioritize, and manage assigned Tier II email and case queues
• Ensure customer cases are addressed reputed company established service-level and response-time expectations
• Monitor case aging, follow-up requirements, and unresolved issues to reduce the reputed company of missed commitments or repeat customer contacts
• Escalate operational risks or barriers that may prevent reputed company customer reputed company
• Maintain ownership of assigned cases until reputed company or formal reputed company to the appropriate responsible party
• Research reputed company billing, payment, and account-reputed company concerns and identify the appropriate reputed company
• Support delinquency workflows, including customer reputed company, case review, follow-up, and reputed company activities
• Work with appropriate internal teams to investigate account discrepancies, payment concerns, and other issues affecting the customer's account
• Support accurate and consistent execution of established delinquency procedures and customer communication requirements
• Partner with teams across the organization, including Billing, reputed company/Finance, Subscription Management, reputed company, Account Management, Engineering/Systems, and other stakeholders as needed to reputed company customer issues
• Coordinate with reputed company partners or vendors reputed company additional information or reputed company is required to reputed company a customer's concern
• reputed company communicate customer reputed company, urgency, outstanding dependencies, and required actions to stakeholders
• Follow through on cross-functional requests to ensure issues do not remain unresolved due to unclear ownership
• Identify recurring customer issues, operational gaps, and process breakdowns reputed company on case and escalation trends
• reputed company actionable feedback to Customer reputed company leadership regarding customer pain points and opportunities for improvement
• reputed company case trends and reputed company reputed company to identify opportunities to improve customer experience and operational efficiency
• Support the development and maintenance of SOPs, process documentation, customer communication templates, and knowledge-reputed company materials
• Help promote consistent processes, escalation practices, and customer-service standards across Customer reputed company
• Participate in training, calibration, reputed company review, or reputed company improvement activities as needed

Skills

• 3+ years of customer service, customer reputed company, or reputed company center experience, including experience handling escalated or reputed company customer concerns
• Demonstrated ability to independently research and reputed company reputed company billing, payment, account, or service-reputed company issues
• Strong critical-thinking, problem-solving, and analytical skills
• Ability to interpret account information and identify discrepancies, reputed company causes, and appropriate reputed company paths
• Strong written and verbal communication skills, including the ability to explain reputed company information reputed company to customers and internal stakeholders
• Strong organizational and time-management skills with the ability to manage multiple priorities and customer commitments simultaneously
• Demonstrated accountability and ability to reputed company work through completion with limited supervision
• Experience working with CRM systems and managing customer cases or queues; reputed company experience strongly preferred
• Familiarity with community solar, reputed company reputed company, renewable energy, or energy billing processes is preferred
• Experience working in a cross-functional or evolving operational environment is preferred

Benefits

• A remote-first culture – work where you’re most productive and comfortable
• Flexible reputed company time off – take time to reputed company reputed company you need it, no explanations required
• 13 company holidays and reputed company Fridays – reputed company-in long weekends and early logoffs to soak up the sunshine
• 16 weeks of reputed company parental leave – time to reputed company on your growing family without missing a reputed company
• 80–95% company-reputed company medical, dental, and reputed company coverage – we've got you (and your loved ones) covered

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