Escalations Manager

The Escalations Manager is responsible for managing complex customer concerns throughout the solar project lifecycle. This position serves as the primary escalation point for sensitive customer issues elevated from Customer Service, Project Concierge, Sales Success, Sales, Operations, Regional Vice Presidents, and Executive Leadership.

The Escalations Manager exercises independent judgment and discretion in evaluating customer concerns, determining appropriate resolution strategies, authorizing accommodations within established guidelines, and balancing customer advocacy with business objectives. This role partners with internal departments, finance partners, utility companies, municipalities, and the Legal Department to remove project obstacles and reduce risk.

In addition to managing escalated cases, the Escalations Manager provides leadership, coaching, provide recommendations for process improvements that enhance the overall customer experience and operational effectiveness.

Duties/Responsibilities:

• Manage and resolve complex customer escalations involving permitting delays, inspections, utility approvals, financing concerns, contract disputes, installation challenges, system performance concerns, and Permission to Operate (PTO) delays.

• Serve as the primary point of contact for executive escalations, attorney-related matters, and other highly sensitive customer concerns.

• Conduct investigations by reviewing contracts, project milestones, utility records, financing documentation, customer communications, and operational processes to determine root causes and appropriate resolutions.

• Exercise independent judgment in determining customer resolution strategies and recommending corrective actions.

• Authorize customer accommodations, reimbursements, goodwill credits, lost solar savings compensation, and damage claim resolutions in accordance with company guidelines.

• Apply departmental procedures and escalation guidelines while exercising independent judgment to determine the appropriate course of action based on the specific circumstances, business considerations, and customer impact.

• Collaborate with Legal, Operations, Finance, Engineering, Sales, Project Management, utilities, municipalities, and finance partners to facilitate project completion and customer satisfaction.

• Serve as a subject matter expert on customer escalations, resolution strategies, and customer retention initiatives.

• Maintain accurate records and documentation within Salesforce and other company systems.

• Perform other duties and special projects as assigned.

Required Skills/Abilities:

• Strong leadership, coaching, mentoring, and employee development skills.

• Demonstrated ability to exercise sound judgment and discretion in resolving complex customer matters.

• Excellent conflict resolution, negotiation, and customer advocacy abilities.

• Strong analytical, organizational, and critical thinking skills.

• Ability to influence outcomes across multiple departments without direct authority.

• Exceptional verbal and written communication skills.

• Proficiency with Salesforce, Microsoft Office Suite, and customer service management platforms.

• Ability to manage multiple priorities in a fast-paced environment.

Education and Experience:

• Bachelor’s degree preferred or equivalent combination of education and experience.

• Five (5) or more years of experience in customer service leadership, escalations management, operations management, or a related field.

• Demonstrated experience leading teams, managing complex customer issues, and implementing process improvements.

• Experience working in highly regulated, customer-focused environments preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to communicate effectively with employees, customers, and business partners in person, by phone, and through electronic communication systems.

• Must be able to lift up to 15 pounds at times.