Customer Resolution Specialist

HomeWorks Energy, Inc.

. Handle intricate customer service inquiries and complaints escalated beyond the initial support level .

Posted 10/13/2026full-timeRemote • United StatesMid-LevelSenior💰 $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong problem-solving, decision-making, and conflict resolution skills while effectively managing escalated customer service inquiries. Proficient in Salesforce and capable of collaborating with various teams to enhance service processes and ensure customer satisfaction.

Highest-signal resume keywords

Salesforce ProficiencyConflict Resolution SkillsCustomer Service ExperienceProblem-Solving SkillsOrganizational Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Relationship Management (CRM)Escalation ManagementData DocumentationProcess ImprovementCustomer Complaint Analysis

Soft Skills

Excellent CommunicationInterpersonal SkillsTeam CollaborationCalm Under PressureAttention to Detail

Tools & Technologies

SalesforceHWE CalendarLead Vendor

Industry Keywords

Customer ServiceHigh-Volume Call CenterEscalated IssuesMediationDe-Escalation

About the role

Key responsibilities & impact

Handle intricate customer service inquiries and complaints escalated beyond the initial support level
Serve as the primary point of contact for escalated customer issues
Analyze customer complaints or concerns and determine the best course of action
Collaborate with field staff, legal, CS leadership, and other internal teams to investigate root causes and implement solutions
Monitor escalation cases, ensure timely resolution, and document actions in Salesforce, a CRM, or other systems
Keep customers, leadership, and relevant stakeholders informed about issue status
Recommend service enhancements and process improvements based on trends and recurring issues
Address customer surveys promptly and empathetically
Coordinate with contractors to arrange repairs for damages
Collaborate with insulation team members and field crews to resolve challenges
Respond promptly to shared-inbox emails from field crews, home energy specialists, lead vendors, and others
Update Salesforce, Lead Vendor, and HWE Calendar entries accurately based on appointment needs
Perform additional tasks as required

Requirements

What you’ll need

Requires a high school diploma or equivalent
3+ years of experience in a high-volume call center dealing with complex escalations
Familiarity with Customer Relationship Management (CRM) software (Salesforce)
Strong problem-solving and decision-making skills
Advanced mediation, conflict resolution, and de-escalation skills
Excellent written and verbal communication, as well as interpersonal skills
Ability to remain calm and professional under pressure
Ability to work well in a team environment
Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously in a fast-paced environment
Requires proficiency in reading, writing, and communicating in English
Applicants must currently live in and be authorized to work in MA, AZ, CA, CO, CT, FL, GA, ME, MO, NE, NV, NH, NJ, NM, NY, NC, OH, PA, RI, SC, TN, TX, or VT

Benefits

Comp & perks

Health Insurance
Dental Insurance
Vision Insurance
Paid training
401k Retirement Plan with match
PTO with accrual schedule
Paid holiday schedule
Employee Assistance Program
Remote work environment
Fast growth opportunities!