Escalations Specialist

Job Summary

Are you someone who thrives on solving complex problems, building relationships, and turning challenging customer situations into positive outcomes?

At Semper Solaris, we're looking for an experienced Escalations Specialist who is passionate about delivering exceptional customer experiences while navigating complex situations with professionalism, sound judgment, and strategic communication.

As an Escalations Specialist, you'll serve as the primary point of contact for high-priority customer concerns, taking ownership of cases from assignment through resolution. You'll investigate issues, collaborate across departments, develop effective solutions, and help protect both the customer experience and the company's reputation.

What You'll Do

• Take ownership of escalated customer cases from assignment through resolution by investigating concerns, identifying root causes, and developing effective resolution plans.
• Partner with internal teams to gather information, coordinate next steps, and drive customer cases through to resolution.
• Communicate professionally with customers through phone and written correspondence, setting clear expectations, providing timely updates, and drafting thoughtful communications that align with company policies while protecting the company's reputation.
• Manage sensitive customer situations involving legal references, regulatory agencies, licensing boards, online reviews, and other high-risk concerns with professionalism, sound judgment, and discretion.
• Maintain accurate case documentation while managing multiple high-priority cases, ensuring transparency, accountability, and timely resolution.
• Build strong cross-functional relationships, apply critical thinking and proactive problem-solving, and support additional projects and initiatives as needed.

What We're Looking For

• 5+ years of customer service experience, preferably in a phone-based environment.
• Experience handling customer escalations, complaint resolution, service recovery, or customer retention.
• Experience in residential construction, solar, roofing, HVAC, windows, or a related home improvement industry is preferred.
• Proficiency with Salesforce and Microsoft Office 365, particularly Outlook.
• Exceptional written and verbal communication skills, with the ability to communicate professionally, diplomatically, and confidently in high-pressure and sensitive situations.
• Strong active listening, emotional intelligence, conflict resolution, negotiation, and investigative problem-solving skills.
• Excellent organizational skills with the ability to manage multiple complexes, high-priority cases simultaneously.
• A self-motivated professional who exercises sound judgment, takes ownership, demonstrates initiative, and follows through on every commitment.