Escalations & Retention Specialist

Riverway Business Services in Houston, TX

  • Industry: Customer Service/Call Center - Help Desk
  • Type: Full Time
Status: Available
Posted On: 2/21/2020
Job Location: Houston, TX
Job Type: Full Time
High school Diploma or equivalent

Excellent written and verbal communication skills to communicate with all levels of management required
Minimum of 2+ years in retention and/or escalations experience
Minimum of 1 year in Tier II/Tier III environment
Proficiency in Microsoft Office products including Word, Excel and Power Point
SAP & Salesforce a plus
Solar or Retail Energy industry is preferred
Strong analytical abilities and problem solving skills
Ability to work under pressure with strict time deadlines
Disciplined to succeed without the need for constant direct supervision

Job Categories:
Customer Service


Position Summary:
As the escalations representative you will assist customers with their accounts by reviewing coverage, and processing claims. In this position you will be responsible for interacting with customers and responding to their complaints, inquiries and requests in a professional and courteous manner. Our client is a Fortune 250 energy company located in Houston.

Essential Responsibilities:
Handle all customer interactions via phone, e-mail, fax and USPS mail in a professional and expedient manner by thoroughly investigating inquiries and providing comprehensive responses
Maintain data integrity and ensure Clearway Energy Group policies and procedures are followed properly
Ensure project deadlines are maintained
Manage the queue line including customer cancellations, billing issues, agreements, explanation of terms, sales offer, rebates, saving concerns while documenting customer interactions in Salesforce
Resolve customer portal technical support issues escalated by Tier I
Discuss community solar program including saving concerns from existing customers
Communicate proposed resolution with customer and follow up to ensure recommended course of action has been followed
Evaluate, manage, and resolve inbound issue resolution requests from Sales, Tier I, Billing and other internal and external parties, assigned to the Community Solar Team within the designated response time
Identify and communicates improvement opportunities or trends impacting the customer experience to management
Perform other functions as assigned

Strong phone presence
Positive and upbeat personality
Attention to detail a must
Ability to explain contract
Comfortable with conflict resolution
Ability to identify and resolve client concerns
Ability to persuade and influence others
Must be able to work within a team to accomplish a given goal
Proven customer service, and dispatch experience

Associated topics: assist, deskside, information technology, information technology support, patient, pc, service, support, systems administrator, technical

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