Senior Agent, Tier II – Customer Operations

Perch Energy is a mission-driven company that focuses on expanding access to clean and affordable energy through community solar. Community solar breaks down the traditional barriers preventing most people from participating in the renewable energy economy by making it accessible, affordable, and more equitable for all. We work in several states across the country to bring community solar to communities and individuals who can most benefit from a more inclusive energy system.

Perch Energy is seeking a Senior Agent, Tier II, to join our Customer Operations team and report to the Customer Operations Manager. The Senior Agent, Tier II serves as an experienced customer advocate and operational resource, resolving complex customer issues that require advanced research, judgment, and cross-functional coordination. This role owns escalated customer interactions from initial review through final resolution and helps ensure customers receive accurate, timely, and consistent support.

In addition to managing complex cases and escalations, the Senior Agent will support delinquency activities, monitor customer service queues, identify recurring customer pain points, and partner with internal and external stakeholders to resolve issues that extend beyond standard Tier I support.

Success in this role requires strong analytical skills, sound judgment, attention to detail, accountability, and the ability to independently drive issues to resolution while maintaining a positive customer experience.

The ideal candidate is:

• Customer-focused: Committed to understanding customer concerns and driving issues through complete resolution.
• Analytical and solutions-oriented: Able to evaluate account history, billing information, customer interactions, and other data to identify root causes and determine appropriate next steps.
• Accountable: Takes ownership of assigned cases, escalations, and follow-up through resolution.
• Proactive: Identifies potential issues, risks, and customer pain points before they become larger operational concerns.
• Collaborative: Effectively partners across teams to resolve customer and operational issues.
• Detail-oriented: Maintains accuracy while managing multiple cases, priorities, and deadlines.
• Adaptable: Comfortable working through complex or ambiguous situations and adjusting as processes and business needs evolve.

Duties & Responsibilities

Complex Customer Support & Escalations

• Manage escalated customer interactions referred from Tier I or other areas of the business.
• Own complex customer cases from initial research through final resolution, including all required follow-up.
• Conduct detailed account and case research related to billing, payments, community solar subscriptions, account discrepancies, and other customer concerns.
• Clearly communicate complex information to customers in a way that is accurate, understandable, and customer focused.
• Determine when additional cross-functional support or escalation is required and coordinate the appropriate next steps.
• Ensure customer interactions, research, actions, and resolutions are accurately documented.

Case & Queue Management

• Monitor, prioritize, and manage assigned Tier II email and case queues.
• Ensure customer cases are addressed within established service-level and response-time expectations.
• Monitor case aging, follow-up requirements, and unresolved issues to reduce the risk of missed commitments or repeat customer contacts.
• Escalate operational risks or barriers that may prevent timely customer resolution.
• Maintain ownership of assigned cases until resolution or formal handoff to the appropriate responsible party.

Billing, Account Research & Delinquency

• Research complex billing, payment, and account-related concerns and identify the appropriate resolution.
• Support delinquency workflows, including customer outreach, case review, follow-up, and resolution activities.
• Work with appropriate internal teams to investigate account discrepancies, payment concerns, and other issues affecting the customer's account.
• Support accurate and consistent execution of established delinquency procedures and customer communication requirements.

Cross-Functional Partnership

• Partner with teams across the organization, including Billing, Accounting/Finance, Subscription Management, Operations, Account Management, Engineering/Systems, and other stakeholders as needed to resolve customer issues.
• Coordinate with external partners or vendors when additional information or action is required to resolve a customer's concern.
• Clearly communicate customer impact, urgency, outstanding dependencies, and required actions to stakeholders.
• Follow through on cross-functional requests to ensure issues do not remain unresolved due to unclear ownership.

Customer Experience & Continuous Improvement

• Identify recurring customer issues, operational gaps, and process breakdowns based on case and escalation trends.
• Provide actionable feedback to Customer Operations leadership regarding customer pain points and opportunities for improvement.
• Track case trends and resolution outcomes to identify opportunities to improve customer experience and operational efficiency.
• Support the development and maintenance of SOPs, process documentation, customer communication templates, and knowledge-base materials.
• Help promote consistent processes, escalation practices, and customer-service standards across Customer Operations.
• Participate in training, calibration, quality review, or continuous improvement activities as needed.