Customer Escalation Specialist II (Solar)

TL;DR

Customer Escalation Specialist II (Solar): Managing and resolving complex customer issues within the Customer Advocacy team with an accent on cross-functional collaboration and process improvement. Focus on driving resolutions, enhancing customer satisfaction, and analyzing escalation metrics to identify trends in the clean technology space.

Location: Must be based remotely in the Philippines

Company

hirify.global is a clean tech company providing end-to-end solutions for whole home electrification to accelerate the transition to a clean energy future.

What you will do

• Serve as the primary point of contact for escalated customer issues, managing the process from initiation to resolution.
• Collaborate with internal teams including product, sales, and legal to gather resources and expedite resolutions.
• Identify root causes of recurring escalations and implement corrective actions and process improvements.
• Track and analyze escalation metrics to identify trends and opportunities for improvement.
• Partner with the Voice of the Customer program to integrate feedback into broader customer experience initiatives.

Requirements

• Must be based in the Philippines
• 2+ years of experience in customer service and escalations, preferably in the solar industry.
• Strong solution-based problem-solving skills related to solar energy systems.
• Experience with CRM systems, specifically Salesforce, and ticketing tools.
• Ability to analyze NPS data and identify customer trends.
• Excellent verbal and written communication skills with a customer-centric mindset.

Culture & Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• Unlimited PTO and paid parental leave.
• Retirement plans.
• Promote-from-within culture prioritizing talent development and career growth.
• Purpose-driven work environment focused on environmental impact.