Senior Agent, Tier II – Customer Operations
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Job Description
Senior customer operations agent resolving escalated billing, payment, and subscription issues for Perch Energy’s community solar customers. Managing Tier II cases and cross-functional resolutions.
Responsibilities:
- 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 required follow-up
- Research billing, payments, community solar subscriptions, account discrepancies, and other customer concerns
- Communicate complex information accurately and clearly to customers
- Determine when cross-functional support or escalation is required and coordinate next steps
- Accurately document customer interactions, research, actions, and resolutions
- Monitor, prioritize, and manage assigned Tier II email and case queues
- Ensure cases are addressed within service-level and response-time expectations
- Monitor case aging, follow-up requirements, and unresolved issues
- Support delinquency workflows, including customer outreach, case review, follow-up, and resolution
- Partner with Billing, Accounting/Finance, Subscription Management, Operations, Account Management, Engineering/Systems, external partners, and vendors
- Identify recurring customer issues, operational gaps, and process breakdowns
- Provide feedback to Customer Operations leadership on customer pain points and improvement opportunities
- Support SOPs, process documentation, customer communication templates, and knowledge-base materials
- Participate in training, calibration, quality review, and continuous improvement activities
Requirements:
- 3+ years of customer service, customer operations, or call center experience, including experience handling escalated or complex customer concerns
- Demonstrated ability to independently research and resolve complex billing, payment, account, or service-related issues
- Strong critical-thinking, problem-solving, and analytical skills
- Ability to interpret account information and identify discrepancies, root causes, and appropriate resolution paths
- Strong written and verbal communication skills, including the ability to explain complex information clearly to customers and internal stakeholders
- Strong organizational and time-management skills with the ability to manage multiple priorities and customer commitments simultaneously
- Demonstrated accountability and ability to drive work through completion with limited supervision
- Experience working with CRM systems and managing customer cases or queues
- Salesforce experience strongly preferred
- Familiarity with community solar, utility operations, renewable energy, or energy billing processes preferred
- Experience working in a cross-functional or evolving operational environment preferred
Benefits:
- A remote-first culture – work where you’re most productive and comfortable
- Flexible paid time off – take time to recharge when you need it, no explanations required
- 13 company holidays and Summer Fridays – built-in long weekends and early logoffs to soak up the sunshine
- 16 weeks of paid parental leave
- 80–95% company-paid medical, dental, and vision coverage
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