Escalations Agent

Momentum Solar•South Plainfield, NJ

1d•$45,000•Remote

About The Position

We are seeking a detail-oriented and customer-focused Escalations Agent to join our team. This role is responsible for managing escalated customer cases from intake through resolution while maintaining proactive communication based on agreed-upon follow-up schedules. The Escalations Agent will conduct comprehensive case reviews by analyzing customer accounts, investigating CRM records, reviewing project history, and gathering information from internal departments to fully understand each issue. The agent will prepare detailed case summaries that clearly present the facts, timeline, and recommended resolution for management review. This role also manages executive-level customer communications, including Better Business Bureau (BBB) complaints, online review responses, and other high-priority customer concerns. The ideal candidate is highly organized, analytical, and possesses a strong understanding of the solar installation process and company workflows. Success in this role requires the ability to navigate complex CRM records, identify gaps or trends, and present findings to leadership while ensuring customers receive timely, accurate communication throughout the resolution process.

Requirements

High school diploma or equivalent required; some college coursework preferred.
Previous experience managing complex customer escalations or case management.
Advanced knowledge of CRM systems with the ability to efficiently research, analyze, and document complex account histories.
Strong understanding of the residential solar installation process, including project milestones, service, permitting, inspections, and customer lifecycle.
Exceptional written communication skills with the ability to communicate professionally, objectively, and empathetically.
Strong analytical, investigative, and critical thinking skills with exceptional attention to detail.
Ability to interpret documentation, identify discrepancies, and present objective findings to leadership.
Excellent organizational and time management skills with the ability to manage multiple active cases and competing priorities.
Experience collaborating with cross-functional teams and senior leadership.

Nice To Haves

Experience handling BBB, executive, or regulatory complaints preferred.
Previous experience in the solar or renewable energy industry is strongly preferred.
Remote work experience preferred.
Bilingual preferred.

Responsibilities

Manage a portfolio of escalated customer cases from intake through resolution.
Conduct detailed investigations by reviewing CRM records, project documentation, account history, contracts, and internal communications.
Gather information from cross-functional teams to develop a complete understanding of customer concerns.
Analyze findings and prepare concise case summaries, timelines, and recommended resolutions for management review.
Present case findings and supporting documentation to the Escalations Manager and leadership to assist in resolution decisions.
Maintain consistent customer communication based on agreed-upon follow-up schedules and documented action plans.
Serve as the primary point of contact for customers throughout the escalation process.
Draft and manage responses for Better Business Bureau (BBB) complaints, Attorney General (AG) complaints, online reviews, and other inquiries.
Collaborate with Legal, the Vice President of Field Operations, Service, Scheduling, Accounting, Sales, and other departments to resolve complex customer issues.
Maintain accurate and detailed case notes, timelines, and documentation within the CRM.
Monitor case progress to ensure deadlines, commitments, and service-level expectations are met.
Identify process gaps and trends that contribute to customer escalations and communicate findings to leadership.