ABOUT EMPOWER:

At Empower Home Services, we’re more than just a home services company – we’re a team driven by innovation, integrity, and a commitment to excellence. Specializing in solar, HVAC, electrical, and roofing solutions, we take pride in delivering high-quality, energy-efficient services that truly make a difference in our customers’ lives. Our dedication to exceptional service and continuous improvement has earned us a spot on the Inc. 5000 – America’s Fastest Growing Companies list year after year.

When you join Empower, you’re stepping into a dynamic and growing organization where your contributions matter. We foster a culture of collaboration, learning, and advancement where ambitious professionals thrive and are empowered to succeed. If you’re looking to grow your career with a company that’s always raising the bar and striving to be the best in the business, Empower Home Services is the place for you.

BRIEF SUMMARY

The Customer Experience Coordinator II is the department’s escalation specialist and the primary owner of complex customer issues that require additional investigation, coordination, or resolution beyond the Customer Experience Coordinator I role. This individual contributor role takes ownership of escalated concerns, works across departments to drive resolution, and ensures each issue is documented, resolved, and communicated appropriately before requiring Customer Experience Manager involvement. Success is measured by timely escalation resolution, customer satisfaction, effective issue ownership, and the ability to identify and surface recurring issues that improve the overall customer experience.

ESSENTIAL FUNCTIONS

Escalation Management & Resolution

• Own escalated customer concerns transferred from Customer Experience Coordinator I team members.
• Investigate issues, coordinate with internal departments, and drive resolution through completion.
• Maintain ownership of escalated cases until the customer’s concern has been addressed and resolution is confirmed.

Escalation SLA Management

• Monitor open escalations to ensure timely progress and resolution within established service level agreements (SLAs).
• Proactively identify risks, remove blockers, and maintain documented action plans for any escalation approaching or exceeding SLA expectations.
• Ensure escalations move through the established escalation process with appropriate urgency and accountability.

Escalation Judgment & Manager Partnership

• Apply sound judgment to determine which issues require Customer Experience Manager involvement.
• Resolve issues independently when within role authority while escalating only matters requiring additional decision-making, such as CSLB/legal complaints or complex issues beyond established scope.
• Provide complete context and recommended next steps when escalating matters to leadership.

Team Support & Service Standards

• Serve as a resource and role model for Customer Experience Coordinator I team members by demonstrating strong communication, de-escalation techniques, and customer resolution practices.
• Reinforce consistent use of Call Pilot and established customer experience processes.
• Support the development of team capabilities through coaching and knowledge sharing.

Continuous Improvement & Root Cause Analysis

• Identify recurring customer issues, process gaps, and operational breakdowns revealed through escalations.
• Share trends and root causes with the Customer Experience Manager to support long-term process improvements.
• Contribute insights that help prevent repeat issues and improve the overall customer experience.

KNOWLEDGE, SKILLS & EXPERIANCE

Required:

1. High School Degree
2. 3+ years related experience in Customer Service.
3. Ability to make sound, independent judgments
4. Capacity and desire to expand knowledge of software capabilities
5. Take initiative to plan, organize, and complete assignments independently
6. Initiate, maintain, and complete both short term and long-term projects simultaneously
7. Able to work independently and work effectively as a member of a team 
8. Able to handle regular interruptions to serve the needs of others while maintaining focus on multiple priorities and short and long term deadlines
9. Able to finish projects both quickly and accurately
10. Able to proactively seek out ways to improve upon existing methodologies
11. Maintain the highest level of integrity and confidentiality
12. Establish and maintain cooperative relationships with employees, maintaining a warm and professional manner with a positive employee relations and customer service mindset

Preferred:

1. 1-2 years related experience in Solar, Roofing, or General Construction preferred

COMPENSATION:

The expected pay range for this position is $52,000-$62,000. This range reflects the actual range of earnings of employees in this position.

BENEFITS:

We offer employees working full-time comprehensive benefits, including health coverage (medical, dental and vision), 401K, paid Holidays off, and Sick Leave.