Escalations Specialist

Semper Solaris is the fastest growing leader of residential roofing and solar installation in the industry. Our commitment to excellence has earned us an industry-wide reputation for being one of the top roofing and solar company in California.

Position Summary:

Semper Solaris is looking for a motivated Escalations Specialist to join the team! This individual will handle high-level escalations for all divisions of the company. This position will require the employee to work with all departments within the company to obtain background knowledge on each individual customer escalation as well as provide additional information/resolution to customers. The employee will be expected to be able to communicate any information to customers using effective language and professional demeanor to advocate for the company as well as resolve the customer issue. 

Benefits for Full-Time Employees Include:  

• Medical, Dental, Vision, Voluntary Life & AD&D Insurance, H.S.A., and Employee Assistance Program
• Potential Bonus Opportunities and Career Path Opportunities for Top Performers!  
• Paid Sick and Vacation Time  
• 401k

Responsibilities:

• Receive and respond to communications from customers expressing dissatisfaction. 
• Communicate with customers within Service Level Agreement. 
• Listen empathetically and actively. 
• Gather sufficient information from the customer to investigate the nature and seriousness of each complaint.  
• Provide excellent follow-up and exceed any set expectations. 
• Makes sound and responsible decisions when discussing and considering customers request/ demands
• Exude a strong sense of ownership over each customer and project 
• Develop and maintain harmonious working relationships with departments, construction branches, and management to facilitate the resolution of customer complaints 
• Compose communications internally to effectively convey inquiries, complaints, and compliments 
• Compose communications externally in a professional and cordial manner whether communicating with customers directly or on behalf of the company on any public platform  

• Consistently and effectively propose solutions to problems/inquiries from customers by maintaining a thorough understanding of company guidelines, procedures, products, services and operations 
• Investigate issues resourcefully  
• Possess high attention to detail  
• Propose solutions with clear reasoning and sources 
• Address negative review publications with customers directly to resolve in an effort to have the customer reconsider their published opinion of the company 
• Exhaust all efforts to prevent further escalations to management
• Assist customers with inquiries at the office-in person. 
• Quick and consistent in thinking of approaches to resolve customer escalations to lead to a positive customer-business relationship

Qualifications:

• Excellent written and verbal communication skills 
• High degree of precision and organization (detail-oriented)
• Ability to multi-task (active listening and detailed note-keeping)
• Ability to be assertive while maintaining a professional demeanor
• Proven ability to professionally communicate in a concise manner both verbally and in writing, with a diverse audience of employees and customers.  
• High level interpersonal and conflict resolution skills
• Ability to take initiative to investigate issues independently with minimal direction
• Resourceful and capable of navigating complex situations
• Persuasive, persistent, and personable 
• Proficient in Microsoft Office 365, specifically Outlook Prior experience resolving customer escalations
• Minimum of 5 years customer service experience preferred –specifically over the phone
• Prior experience working for a residential construction company preferred
• Experience with Salesforce Plus preferred
• Some project manager/coordinator experience preferred

Benefits:

• Competitive hourly rate!
• Full benefits package includes: Medical, Dental, Vision, 401k, Voluntary Life & AD&D Insurance, H.S.A., and access to Semper's Employee Assistance Program
• Paid sick and vacation time
• Career path opportunities for top performers!
• Bonus potential

Job Type: Full-time 

Pay rate: $26-$32 per hour

Work Schedule: Monday to Friday  8:30am-5:30pm or 9:00am-6:00pm 

Semper Solaris is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Salary : $26 - $32