A Washington D.C. tech company is looking for a remote Issue Resolutions Specialist to join their busy Member Experience Team. The company’s aim is to empower energy innovators and consumers to fight the climate crisis. This role is responsible for customer related escalations and will include: customer interactions, compliance related escalations and reporting/tracking complaint trends for management. Candidates must have prior experience on an escalations or resolutions team. Experience in the energy industry is a big plus but not required.

This is a great opportunity for someone who wants to work for a mission-driven organization and has an interest in sustainability, and helping drive a clean-energy future.

Responsibilities of the Issue Resolutions Specialist:

• Follow up with customers via phone and email to resolve escalated customer issues
• Respond to customers social media inquiries and concerns
• Resolve customer concerns/issues by working cross functionally with multiple stakeholders to address customer needs. Engage other departments when appropriate: work with Sales, Billing, Enrollments, Legal/Compliance for all complaints
• Manage and respond to Better Business Bureau reviews and complaints in a timely fashion
• Input customer inquiry/complaint details in a shared report for case management
• Maintain working knowledge as a subject matter expert and manage all escalation pathways to ensure adherence. Ex: Slack channels, Resolution emails, BBB, Sales escalation feedback flow, etc.

Requirements of the Issue Resolutions Associate:

• Bachelor’s degree is preferred but not required
• Fluency in Spanish is a big plus
• 2+ years in a customer experience/support role, preferably in an online environment
• Can demonstrate successfully going above and beyond in a work-from-home environment
• Ability to effectively and efficiently work with others as a team, while operating as a self-starter
• Ability to multitask, think on one’s feet, and navigate difficult situations with compassion & a positive demeanor
• Outstanding judgment when trusted with critical, non-public data and information
• Access to a stable and functional work-from-home environment, including strong wi-fi and good acoustics/uninterrupted space to support our members on the phone

Job Type: Full-time

Pay: $43,000.00 - $48,000.00 per year

Benefits:

• Work from home

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Remote

Work Location: Remote

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