Senior Agent, Tier II – Customer Operations

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 12%

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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Perch Energy

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

⚡ Energy

☁️ SaaS

👥 B2C

💰 $30M Series B - Perch Energy on 2023-10

Energy • SaaS • B2C

Perch Energy is a company that connects renters, homeowners, and businesses to state community solar programs, enabling subscribers to benefit from discounted electricity bills without installing rooftop panels. Perch manages community solar subscriptions: finding local solar farms, matching customers, handling utility account analysis, crediting, and billing on behalf of solar farm owners. They emphasize delivering savings (typically 5–15%, higher for certain government assistance recipients), environmental benefits, and energy equity. Perch has managed 1,000+ solar projects and claims $90M+ savings delivered to over 500,000 household equivalents. They earn revenue by contracting with solar farm owners to onboard and manage subscribers.

📋 Description

• Manage escalated customer interactions referred from Tier I or other areas of the business • Own complex customer cases from initial research through final resolution, including required follow-up • Research billing, payments, community solar subscriptions, account discrepancies, and other customer concerns • Communicate complex information accurately and clearly to customers • Determine when cross-functional support or escalation is required and coordinate next steps • Accurately document customer interactions, research, actions, and resolutions • Monitor, prioritize, and manage assigned Tier II email and case queues • Ensure cases are addressed within service-level and response-time expectations • Monitor case aging, follow-up requirements, and unresolved issues • Support delinquency workflows, including customer outreach, case review, follow-up, and resolution • Partner with Billing, Accounting/Finance, Subscription Management, Operations, Account Management, Engineering/Systems, external partners, and vendors • Identify recurring customer issues, operational gaps, and process breakdowns • Provide feedback to Customer Operations leadership on customer pain points and improvement opportunities • Support SOPs, process documentation, customer communication templates, and knowledge-base materials • Participate in training, calibration, quality review, and continuous improvement activities

🎯 Requirements

• 3+ years of customer service, customer operations, or call center experience, including experience handling escalated or complex customer concerns • Demonstrated ability to independently research and resolve complex billing, payment, account, or service-related issues • Strong critical-thinking, problem-solving, and analytical skills • Ability to interpret account information and identify discrepancies, root causes, and appropriate resolution paths • Strong written and verbal communication skills, including the ability to explain complex information clearly 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 drive work through completion with limited supervision • Experience working with CRM systems and managing customer cases or queues • Salesforce experience strongly preferred • Familiarity with community solar, utility operations, renewable energy, or energy billing processes preferred • Experience working in a cross-functional or evolving operational environment preferred

🏖️ Benefits

• A remote-first culture – work where you’re most productive and comfortable • Flexible paid time off – take time to recharge when you need it, no explanations required • 13 company holidays and Summer Fridays – built-in long weekends and early logoffs to soak up the sunshine • 16 weeks of paid parental leave • 80–95% company-paid medical, dental, and vision coverage