Job Description
Job DescriptionThis is a full time, in office position. The schedule is Monday - Friday from 7AM - 4PM.
About Us:Zeo Energy is a leading, fully integrated residential solar and clean-energy company powering the next generation of renewable solutions across the US. With 20+ years of experience as a trusted national solar energy company, we’ve built our reputation on quality workmanship, long-term performance, and a customer experience that stays in-house from start to finish - sales, design, installation, service, and support.
Zeo Energy is focused on rapid growth and innovation. As a publicly traded company, we’re expanding our footprint and investing into clean-energy technologies. At Zeo Energy, you'll have the opportunity to be part of an industry leader, drive meaningful change in the renewable energy space, and help shape a sustainable future—while growing your career alongside a dynamic, forward-thinking team.
Job Description:Position Overview:We are seeking a customer-focused, proactive individual to join our team as an Escalation Specialist. In this role, you will serve as a key point of contact for complex or high-priority customer concerns related to scheduling, installation processes, financing, and overall experience. This position requires strong communication skills, problem-solving abilities, sound judgement, and. the ability to de-escalate situations while driving timely and effective resolution. This person must demonstrate exceptional attention to detail, resourceful, and confident navigating ambiguous situations.
Key Responsibilities:Customer Issue Resolution:
- Handle escalated customer inquiries and concerns via phone, email, and live chat
- Investigate and resolve issues related to scheduling, service quality, equipment malfunctions, billing discrepancies, and overall customer experience
- Serve as the main point of contact for high-priority, sensitive, or complex customer situations
- De-escalate challenging interactions with professionalism and empathy while driving toward resolution
- Provide timely, accurate, and professional responses to customer concerns, ensuring all issues are fully resolved
Collaboration with Internal Teams:
- Partner with operations, scheduling, field teams, billing, and customer support to identify root causes and implement solutions
- Escalate systemic issues and trends to leadership with recommended corrective actions
- Coordinate across departments to ensure alignment and accountability in resolving customer concerns
Customer Satisfaction and Retention:
- Turn escalated situations into positive customer experiences, maintaining high levels of customer satisfaction
- Conduct proactive follow-ups to ensure customers are satisfied with the resolution and that any necessary corrective actions are taken
- Identify opportunities to improve the overall customer experience and reduce future escalations
Documentation and Reporting:
- Maintain detailed records of customer interactions, including the nature of the escalation, root cause, actions taken to resolve the issue, and the final outcome
- Track escalation trends and provide insights to support process improvements and operational efficiencies
Qualifications:
- 2+ years of customer service/retention experience required
- Strong communication and interpersonal skills
- Demonstrated process development and root cause problem solving skills
- Capability to work effectively in a collaborative team environment
- Demonstrated ability to take initiative and make decisions
Why Work at Zeo Energy?
- Be part of an innovative team dedicated to renewable energy and sustainability
- Opportunities for professional growth and advancement in a growing industry
- Competitive pay, 401(k), benefits, and a supportive work environment
Zeo Energy is an equal-opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
While performing the duties of this job, the employee is regularly required to talk or listen. Regular periods of sitting or standing may be required by this position. Specific vision abilities required by this job include close vision and ability to adjust focus.
Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it.
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