Customer Resolution Specialist

🔥 17 hours ago

🌵 Arizona, California, +20 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🦞 Maine – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote 🍁 Vermont – Remote

💵 $25 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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HomeWorks Energy, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2008

⚡ Energy

Energy • Home Services • HVAC

HomeWorks Energy, Inc. is the largest Home Performance Contractor in Massachusetts, specializing in helping homeowners save energy and reduce their carbon footprints. As a trusted partner of the Mass Save program, HomeWorks Energy offers services including home energy assessments, insulation, air sealing, heating and cooling solutions, and HVAC repair services. Their team of BPI-certified experts has conducted over 200,000 energy assessments, making energy efficiency accessible and affordable for residents across the state as they strive to create greener homes and communities.

📋 Description

• Handle intricate customer service inquiries and complaints escalated beyond the initial support level • Serve as the primary point of contact for escalated customer issues • Analyze customer complaints or concerns and determine the best course of action • Collaborate with field staff, legal, CS leadership, and other internal teams to investigate root causes and implement solutions • Monitor escalation cases, ensure timely resolution, and document actions in Salesforce, a CRM, or other systems • Keep customers, leadership, and relevant stakeholders informed about issue status • Recommend service enhancements and process improvements based on trends and recurring issues • Address customer surveys promptly and empathetically • Coordinate with contractors to arrange repairs for damages • Collaborate with insulation team members and field crews to resolve challenges • Respond promptly to shared-inbox emails from field crews, home energy specialists, lead vendors, and others • Update Salesforce, Lead Vendor, and HWE Calendar entries accurately based on appointment needs • Perform additional tasks as required

🎯 Requirements

• Requires a high school diploma or equivalent • 3+ years of experience in a high-volume call center dealing with complex escalations • Familiarity with Customer Relationship Management (CRM) software (Salesforce) • Strong problem-solving and decision-making skills • Advanced mediation, conflict resolution, and de-escalation skills • Excellent written and verbal communication, as well as interpersonal skills • Ability to remain calm and professional under pressure • Ability to work well in a team environment • Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously in a fast-paced environment • Requires proficiency in reading, writing, and communicating in English • Applicants must currently live in and be authorized to work in MA, AZ, CA, CO, CT, FL, GA, ME, MO, NE, NV, NH, NJ, NM, NY, NC, OH, PA, RI, SC, TN, TX, or VT

🏖️ Benefits

• Health Insurance • Dental Insurance • Vision Insurance • Paid training • 401k Retirement Plan with match • PTO with accrual schedule • Paid holiday schedule • Employee Assistance Program • Remote work environment • Fast growth opportunities!