This is a full time in office position. The schedule is Monday - Friday from 7AM - 4PM. About Us Zeo Energy is a leading fully integrated residential solar and clean-energy company powering the next generation of renewable solutions across the US. With 20 years of experience as a trusted national solar energy company weve built our reputation on quality workmanship long-term performance and a customer experience that stays in-house from start to finish - sales design installation service and support. Zeo Energy is focused on rapid growth and innovation. As a publicly traded company were expanding our footprint and investing into clean-energy technologies. At Zeo Energy youll have the opportunity to be part of an industry leader drive meaningful change in the renewable energy space and help shape a sustainable future-while growing your career alongside a dynamic forward-thinking team. Job Description Position Overview We are seeking a customer-focused proactive individual to join our team as an Escalation Specialist . In this role you will serve as a key point of contact for complex or high-priority customer concerns related to scheduling installation processes financing and overall experience. This position requires strong communication skills problem-solving abilities sound judgement and. the ability to de-escalate situations while driving timely and effective resolution. This person must demonstrate exceptional attention to detail resourceful and confident navigating ambiguous situations. Key Responsibilities Customer Issue Resolution Handle escalated customer inquiries and concerns via phone email and live chat Investigate and resolve issues related to scheduling service quality equipment malfunctions billing discrepancies and overall customer experience Serve as the main point of contact for high-priority sensitive or complex customer situations De-escalate challenging interactions with professionalism and empathy while driving toward resolution Provide timely accurate and professional responses to customer concerns ensuring all issues are fully resolved Collaboration with Internal Teams Partner with operations scheduling field teams billing and customer support to identify root causes and implement solutions Escalate systemic issues and trends to leadership with recommended corrective actions Coordinate across departments to ensure alignment and accountability in resolving customer concerns Customer Satisfaction and Retention Turn escalated situations into positive customer experiences maintaining high levels of customer satisfaction Conduct proactive follow-ups to ensure customers are satisfied with the resolution and that any necessary corrective actions are taken Identify opportunities to improve the overall customer experience and reduce future escalations Documentation and Reporting Maintain detailed records of customer interactions including the nature of the escalation root cause actions taken to resolve the issue and the final outcome Track escalation trends and provide insights to support process improvements and operational efficiencies Qualifications 2 years of customer serviceretention experience required Strong communication and interpersonal skills Demonstrated process development and root cause problem solving skills Capability to work effectively in a collaborative team environment Demonstrated ability to take initiative and make decisions Why Work at Zeo Energy Be part of an innovative team dedicated to renewable energy and sustainability Opportunities for professional growth and advancement in a growing industry Competitive pay 401k benefits and a supportive work environment Zeo Energy is an equal-opportunity employer. We encourage applications from candidates of all backgrounds and experiences. While performing the duties of this job the employee is regularly required to talk or listen. Regular periods of sitting or standing may be required by this position. Specific vision abilities required by this job include close vision and ability to adjust focus. Note This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills efforts duties responsibilities or working conditions associated with it.