Senior Customer Operations Agent

Managing escalated customer interactions, the full-time Senior Customer Operations Agent will resolve complex issues, support delinquency activities, and collaborate with cross-functional teams while working remotely. Key responsibilities Own complex customer cases from initial research through final resolution, ensuring accurate documentation and communication Monitor and manage assigned Tier II email and case queues to meet service-level expectations and reduce case aging Identify recurring customer issues and provide actionable feedback to improve customer experience and operational efficiency Required qualifications 3+ years of customer service or customer operations experience, including handling escalated issues Demonstrated ability to independently research and resolve complex billing and account-related concerns Experience with CRM systems, preferably Salesforce, and managing customer cases or queues Familiarity with community solar, utility operations, or renewable energy billing processes is preferred Strong organizational skills with the ability to manage multiple priorities simultaneously