Customer Experience Specialist in Abbeyville, Colorado at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Specialist based in the United States.

This role is an opportunity to make a direct impact on customer outcomes within the rapidly evolving solar and energy storage industry.
You’ll own complex and high-sentiment escalations, guiding customers toward clear and equitable resolutions.
The position combines technical solar expertise, empathetic communication, regulatory awareness, and strong case-management skills.
You’ll serve as a central point of coordination between customers, operations, legal teams, field service partners, and other internal stakeholders.
Beyond resolving individual cases, you’ll identify recurring issues and help improve processes, documentation, and customer experience standards.
The role offers meaningful autonomy, opportunities to mentor peers, and the chance to influence operational excellence across a growing organization.
You’ll thrive in an environment that values accountability, transparency, collaboration, continuous learning, and customer advocacy.

• Own an individual queue of complex, high-sentiment escalations from initial contact through confirmed resolution, serving as the primary point of contact for homeowners, clients, and external partners.
• Negotiate and settle eligible financial disputes within established authority limits, with a focus on achieving timely and appropriate resolution.
• Communicate clearly, professionally, and empathetically when addressing sensitive customer concerns, explaining technical issues, trade-offs, and available paths forward.
• Manage executive-level customer concerns while balancing customer advocacy, company policies, risk considerations, and equitable outcomes.
• Receive, investigate, and respond to complaints from Attorneys General, the Better Business Bureau, consumer protection agencies, and other regulatory bodies while meeting required response deadlines.
• Coordinate legal escalations and claims with Legal and relevant internal stakeholders by gathering documentation, investigating case histories, and supporting resolution efforts.
• Identify cases involving elevated legal, financial, regulatory, or reputational risk and escalate them appropriately with accurate and defensible documentation.
• Troubleshoot complex solar system issues, identify root causes of technical failures, and apply appropriate policy overrides to restore system accuracy and performance.
• Apply advanced technical knowledge to areas including roof-leak protocols, electrical and safety concerns, solar equipment, monitoring portals, and remote troubleshooting.
• Coordinate with Field Service Partners and Operations teams to ensure service dispatches address root causes and result in verified system recovery.
• Serve as a subject matter expert by coaching, mentoring, and training peers on complex cases, technical troubleshooting, and escalation best practices.
• Identify recurring technical and operational trends and recommend improvements to processes, documentation, training materials, and standard operating procedures.
• Partner cross-functionally with Customer Experience, Operations, Legal, Product, and Client Success teams to remove barriers and improve customer outcomes.
• Document recurring technical anomalies, operational bottlenecks, and frontline insights to help leadership make evidence-based improvements and prevent emerging issues from affecting broader customer queues.

• 2+ years of experience resolving high-sentiment disputes or other sensitive and complex customer concerns.
• 2+ years of solar industry experience, such as technical support, field service, technical coursework, solar certification, or comparable hands-on experience.
• Demonstrated ability to troubleshoot solar inverters and monitoring platforms and diagnose technical system issues.
• Strong attention to detail with the ability to manage multiple complex cases and competing priorities simultaneously.
• Highly self-directed and capable of working independently under general supervision while maintaining accountability for outcomes.
• Strong written and verbal communication skills, with the ability to communicate technical information clearly, concisely, and empathetically.
• Excellent listening skills and the ability to understand different perspectives while navigating challenging customer interactions.
• Strong problem-solving and conflict-resolution abilities, with sound judgment when determining appropriate next steps.
• Ability to maintain detailed, accurate, and efficient case notes and documentation.
• Ability to consistently meet a response-time expectation of one business day or less.
• Collaborative mindset with a strong commitment to teamwork, transparency, respect, and accountability.
• Experience with Zendesk, Salesforce, or comparable customer service and CRM platforms is a plus.
• Extensive knowledge of solar storage systems is advantageous.
• Spanish-language proficiency for customer communication by phone and email is a plus.

• Competitive hourly compensation of $26.97–$36.49 per hour, with a midpoint of $31.73 per hour.
• Remote-first work environment for eligible positions across the United States.
• Comprehensive health benefits, including 100% coverage of employee monthly health insurance premiums and 50% coverage for dependents.
• Dental and vision coverage.
• Disability insurance and parental leave.
• 401(k) benefits with an annual $1,000 employer match.
• Stock options, providing employees with an opportunity to share in the organization’s long-term growth.
• Thoughtful PTO and paid sabbatical leave after four years.
• Up to $500 per year in learning and professional-development reimbursement.
• Compensation placement within the salary band is based on professional experience rather than negotiation skills.
• Flexible work opportunities, with a coworking space available in downtown Seattle for employees in the area.
• Local employee gatherings and opportunities to connect with colleagues in employee clusters.
• Career development, mentoring, and opportunities for advancement across the technical and customer experience career path.
• A mission-driven, collaborative culture focused on sustainability, mutual respect, trust, diversity, and inclusion.
• Opportunities to participate in employee affinity groups and community-building initiatives.
• Work schedules may include nine-hour shifts, including breaks, between 6 AM and 6 PM Pacific Time, Monday through Sunday, with two consistent days off each week.