Customer Experience Specialist II - Bilingual

Summary 

As a Tier 2 Customer Experience Specialist, you will serve as a key point of contact for escalated customer concerns, ensuring timely, professional, and effective resolutions. You’ll respond to inquiries related to system performance, maintenance, and lease terms, all while upholding regulatory standards and company policies.

This role requires strong problem-solving skills, a commitment to customer satisfaction, and the ability to manage complex interactions with professionalism and integrity. You'll be responsible for meeting revenue and call-related targets, maintaining accurate records, and taking ownership of dispute resolution.

Adaptability is essential, as you’ll also support administrative tasks and shift priorities as needed. Your dedication to delivering excellent service and following established procedures will directly support the success of our department.

Essential Job Functions

• Respond to escalated customer calls with urgency and professionalism to ensure swift and effective resolution.
• Address system performance and maintenance inquiries, providing clear and accurate information.
• Consistently adhere to all regulatory requirements and company policies.
• Maintain a high standard of service delivery with every customer interaction.
• Meet or exceed established revenue goals and call performance targets.
• Accurately log and update customer information in company systems following each interaction.
• Take full ownership of dispute resolution, ensuring appropriate actions are taken and all relevant parties are informed.
• Clearly explain lease terms and conditions as needed.
• Manage difficult customer interactions with tact, honesty, and professionalism, even when met with resistance.
• Apply sound judgment to determine the best course of action when addressing customer concerns.
• Perform administrative tasks as needed to support the efficient operation of the department.
• Rigorously follow all company procedures and compliance guidelines.
• Other duties as assigned by leadership.

Qualifications & Requirements

• High school diploma or GED required.
• Minimum of two years of customer service experience.
• Experience in the solar industry is strongly preferred.
• Familiarity with Salesforce is a plus.
• Proficiency in Google Workspace is preferred.
• Excellent written and verbal communication skills.
• Strong customer service skills and a proven ability to manage challenging interactions.
• Bilingual fluency in Spanish and English is preferred and required for specific assignments.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding, please reach out to careers@posigen.com or hr@posigen.com to request an accommodation.