Customer Experience Coordinator II

Empower Home Services•Clovis, CA

11d•Onsite

About The Position

The Customer Experience Coordinator II is the department’s escalation specialist and the primary owner of complex customer issues that require additional investigation, coordination, or resolution beyond the Customer Experience Coordinator I role. This individual contributor role takes ownership of escalated concerns, works across departments to drive resolution, and ensures each issue is documented, resolved, and communicated appropriately before requiring Customer Experience Manager involvement. Success is measured by timely escalation resolution, customer satisfaction, effective issue ownership, and the ability to identify and surface recurring issues that improve the overall customer experience.

Requirements

High School Degree
3+ years related experience in Customer Service.
Ability to make sound, independent judgments
Capacity and desire to expand knowledge of software capabilities
Take initiative to plan, organize, and complete assignments independently
Initiate, maintain, and complete both short term and long-term projects simultaneously
Able to work independently and work effectively as a member of a team
Able to handle regular interruptions to serve the needs of others while maintaining focus on multiple priorities and short and long term deadlines
Able to finish projects both quickly and accurately
Able to proactively seek out ways to improve upon existing methodologies
Maintain the highest level of integrity and confidentiality
Establish and maintain cooperative relationships with employees, maintaining a warm and professional manner with a positive employee relations and customer service mindset

Nice To Haves

1-2 years related experience in Solar, Roofing, or General Construction preferred

Responsibilities

Own escalated customer concerns transferred from Customer Experience Coordinator I team members.
Investigate issues, coordinate with internal departments, and drive resolution through completion.
Maintain ownership of escalated cases until the customer’s concern has been addressed and resolution is confirmed.
Monitor open escalations to ensure timely progress and resolution within established service level agreements (SLAs).
Proactively identify risks, remove blockers, and maintain documented action plans for any escalation approaching or exceeding SLA expectations.
Ensure escalations move through the established escalation process with appropriate urgency and accountability.
Apply sound judgment to determine which issues require Customer Experience Manager involvement.
Resolve issues independently when within role authority while escalating only matters requiring additional decision-making, such as CSLB/legal complaints or complex issues beyond established scope.
Provide complete context and recommended next steps when escalating matters to leadership.
Serve as a resource and role model for Customer Experience Coordinator I team members by demonstrating strong communication, de-escalation techniques, and customer resolution practices.
Reinforce consistent use of Call Pilot and established customer experience processes.
Support the development of team capabilities through coaching and knowledge sharing.
Identify recurring customer issues, process gaps, and operational breakdowns revealed through escalations.
Share trends and root causes with the Customer Experience Manager to support long-term process improvements.
Contribute insights that help prevent repeat issues and improve the overall customer experience.