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Solar Lead Escalation Specialist

Company: Freedom Forever
Location: Temecula
Posted on: November 17, 2021

Job Description:

***Residential Solar***Position SummaryThe Lead Escalation Specialist is a critical role that assists the Escalation Manager in supporting activities within the Escalations Department at Freedom Forever. Ensures the Escalations Specialists queues remain at a manageable level, provides direct support with resolution strategies and internal processes, ensures that the Escalations Specialists are kept up to date with all available resolution resources and provides in depth training opportunities to improve the efficiency of the Escalations Department.Job Duties/ResponsibilitiesIndependently drive and monitor complex escalations from initiation through resolution by developing a success-driven, customer centric plan while leading a cross-functional team with key stakeholdersDevelop and maintain deep understanding of Freedom Forever products across all markets and detailed knowledge of Freedom Forever Installation and Supply AgreementsReport and escalate efforts to resolve complex customer experience problemsLead support response both with the customer and internally to key stakeholders and senior leadershipAdvise senior leadership and key stakeholders of any developments and action plans along with providing process improvement recommendations for improving customer experienceAnalyze escalation trends and identify opportunities to develop new or improved strategies. Make recommendations to proactively address issuesSupport the department as lead trainer for all new specialists and other positions that may be created over timeIdentify training needs and areas of focus and create training presentations and workshops to train the members in the department to strengthen their skills to become more effectiveEnsure that the members in the department are kept up to date on new processes, policies, and changes within the department as well as company wideHelp the members in the department increase their knowledge and productivity on a group level as well as on an one on one levelHelp train and build confidence within the members in the department to develop a one call resolution method to increase Freedom's reputation and our customer experienceCoordinate with various departments to resolve issues and restore the customers confidence in Freedom ForeverWork directly with Quality Assurance, Operations Management, Processing Management, Sales/Dealer Division Management, Legal, and other key stakeholders to contribute to, assist in the development of, and enforce Standard Operating Procedures based on customer escalation insightsAnalize claims, damages, and evidence to assist in defining internal or external faultsUtilize resources to obtain necessary information to make critical decisionsWork with and develop relationships with third party financial institutions to build processes in resolving finance related problemsDevelop relationships with third-party independent authorized sales dealers to resolve and prevent customer and sales related issuesAssist with overseeing Escalations use of Subcontractors from onboarding, bidding, scheduling, and payment and identify opportunities to obtain more cost effective resolutions and processes; Review and approve subcontractor repairs estimatesWork closely with in-house legal counsel in resolving escalated claims before and after legal action has been takenIdentify and implement opportunities to use various legal tools to support in the resolution of escalated issues (ie. liens, legal action, demand letters, agreements, etc.)Be well minded of potential business and legal risks and identify strategies to overcome potential challengesSupport Escalations volume and assist in the resolution of higher level escalations beyond the Escalations Specialist's capability to resolveBuild relationships with various departments and key stakeholders to drive positive customer experienceComplete special projects in timely manner as neededQualification Requirements5+ years of escalations management, account management, consultation, and/or project management experience2+ years of working experience with in-house legal or compliance departmentsBachelor's Degree, relevant certifications, or focused trainings a plusAbility to communicate complex ideas effectively verbally and in writing with both customers and internally at Freedom ForeverVery strong customer experience orientationStrong financial and business sense, critical thinking, decision-making abilitiesFundamental working knowledge of construction based operations and pipeline flowAbility to effectively prioritize and execute tasks in a high-pressure, high-volume environmentAbility to build relationships and influence Senior LeadershipAbility to have difficult conversations with multiple levels within the organizationAbility to collaborate with peers and work cross-function as needed with Operations, Administrative, and Legal teamsNegotiation, mediation, and conflict management skillsOccasional weekend and after hours work as the business requiresStrong spelling, grammar, formatting, and writing skillsAbility to understand, review, revise, and/or create various documentation types such as Standard Operating Procedures, templates, waivers, agreements, contracts, proposals, demands, releases, closing letters, etc.Proficient with regular creation and maintenance of reports and project development spreadsheetsMeticulous attention to detail and the ability to effectively multi-task in a deadline driven atmosphereHigh levels of integrity, autonomy, and self-motivation; Ability to take initiative to investigate source issues independently with minimal direction, utilize resources, and navigate complex situationsOutstanding ability to think creatively, strategically, and identify and resolve problemsInnovative and forward-thinking mindset; always analyzing systems and processes that can be improvedExcellent analytical, organizational, project management, and time management skillsProven ability to lead, motivate, train, and develop resolution skillsStrong proficiency with Google Suite, Excel, and PowerPoint; working knowledge of project management software, CRMs, ERPS, etc. (eg. Podio, SalesForce)Physical demands and abilitiesRegularly spend long hours sitting and using office equipment and computersRegularly move from sitting to standing positions effortlesslyRegularly spend long hours in intense concentration reviewing and entering financial information into a computerRegularly use hands and fingers to handle, control or feel objectsRegularly see details of objects that are less than a few feet awayRegularly speak clearly so listeners can understandRegularly understand the speech of another personFrequently work on projects that require deadlinesFrequently bend to file and maintain filesOccasionally lift 5-10 poundsHigh PriorityFreedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

Keywords: Freedom Forever, Corona , Solar Lead Escalation Specialist, Other , Temecula, California

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