Customer Escalation Specialist, Spanish Bilingual

Job Description:

  • Serve as the primary point of contact for escalated customer issues, managing the escalation process from initiation to resolution
  • Assess the nature and severity of escalations, prioritize cases, and develop action plans
  • Work directly with customers to understand concerns, provide timely updates, and ensure satisfactory resolution
  • Collaborate with customer support, product and business groups, sales, and legal to resolve escalations
  • Facilitate stakeholder meetings and discussions to expedite resolution
  • Advocate for customer needs and communicate feedback to appropriate teams
  • Identify root causes of recurring escalations and implement corrective actions and process improvements
  • Develop and maintain escalation management procedures and best practices
  • Track and analyze escalation metrics to identify trends and improvement opportunities
  • Ensure escalations reinforce customer trust and loyalty
  • Recommend improvements to the overall customer experience
  • Partner with the Voice of the Customer program manager on customer experience initiatives
  • Support business continuity efforts and assist with frontline operations when needed

Requirements:

  • 2+ years of experience in customer service and escalations; solar industry preferred
  • Strong solution-based problem-solving skills, especially related to solar energy systems
  • Proactive approach to challenges, bringing ideas and solutions
  • Excellent verbal and written communication skills with a customer-centric mindset
  • Ability to manage high-pressure escalations with professionalism and urgency
  • Experience with CRM systems; Salesforce preferred
  • Experience with ticketing tools
  • Ability to analyze NPS data and identify customer trends
  • Flexibility to support business continuity efforts and assist with frontline operations when needed
  • Fluency in both Spanish and English required
  • Successful completion of a background check required for employment

Benefits:

  • Unlimited PTO
  • Medical coverage
  • Dental coverage
  • Vision coverage
  • Paid parental leave
  • Retirement plans
  • Talent development and career growth opportunities
  • Promote-from-within culture
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...