Tier II Senior Escalations SpecialistSunpower | Maxeon

Do you want to change the world? We do, too.
With more than 30 years of proven experience, SunPower is a global leader in solar innovation and sustainability. SunPower is a company with a rich heritage of pioneering the best energy technologies in the world. You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space. SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.
Our unique approach emphasizes the seamless integration of advanced SunPower technologies, delivering complete solar solutions and lasting customer value. We are passionately committed to changing the way our world is powered, and we are guided by our legacy of innovation, optimism, perseverance, and integrity.
Widely recognized as the world's standard for solar, SunPower produces the world's highest efficiency solar products. Our quality and reliability standards far exceed those of any other company in the industry.
In order to unlock shareholder value, accelerate innovation and enhance customer value, SunPower will separate into two independent, publicly traded companies, strategically aligned and complementary, focusing on distinct offerings. Newly-formed Maxeon Solar Technologies will be the leading global technology innovator, manufacturer and marketer of premium solar panels, carrying on the decades' long legacy in setting quality and performance standards.
As we look to the future, we are seeking a world-class Tier II Senior Escalations Specialist based in ROHQ, Binan, Philippines. In an industry that is reshaping the world's energy future, there's no better place to be than SunPower. Are you ready to change the way our world is powered?
SUMMARY OF ROLE
The Senior Escalation Specialist is responsible in providing level 2 support on customer complaints by providing a win-win resolution to customers expressing dissatisfaction with a service provided or expected by SunPower or its representative, or claims deficiencies in a leased or purchased product related to its identity, quality, durability, reliability, safety, effectiveness, or performance. The Senior Escalation Specialist will cover all complaints filed via phone, email, survey and social media. He is also responsible in serving as a central resource in driving internal service improvements through cross functional coordination among other escalation points within the business and frontline teams
The role requires excellent business correspondence and exceptional conversational skills, advanced analytical skills, and consistently comply with defined processes to meet individual and corporate targets.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned):
- Proficient Escalation Management
o Professionally acts as an escalation point for customer complaint arising from all but not limited to internal and external customers via phone, email, web, BBB & social media and survey.
o Cross-functional coordination in sourcing resolution on existing complaint cases to all parties within SunPower and (or) its representatives which includes regular engagement with the following key stakeholders; Tier-3 Escalations Specialists, Field Service Account Rep & O&M, Sales, Financial Product Operations & Customer Experience Team
o Effective Administration of the "Escalations Inbound Queue", Salesforce.com Case Queue & Customer Escalation mailbox to accommodate live & queued/deferred escalations. This includes Timely management in owning, documenting, tracking & closing (based on the case management provisions) complaints
o Proficient execution on "Closed-loop Customer Callback" process from Installation, 1-year check-in and Issue Resolution Detractor surveys
- Back-up Frontline Support
o Conduct Floor walk and provide cohesive and regular feedback to the Escalation Team Lead regarding escalation trends
o Provide flexible support to other team members on an as-needed basis and any other duties as required that is commensurate with the role
- Compliance to (EHS) Environment, Health and Safety rules and regulations
RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS
- Must possess at least a Bachelor's/College Degree in any field
- At least 2 years call center experience in a customer service account
- At least 1-year experience in an escalation specialist role
- Experience in customer support for North American customer
- Exceptional oral and written communication skills in both English and Spanish
- Proficient in MS applications: Outlook, Excel, Word, PowerPoint & Visio etc.
- Effective time management, organizational skills and keen attention to detail
- Strong push back handling and renegotiation skills
- Efficient de-escalation skills
- Strong prioritization and multitasking skills
- Strong analytical and problem-solving skills
- Energetic, smart and assertive, delightful to speak with
- Quick learner and can work with minimal supervision
- Customer-oriented, passionate, competitive and highly-motivated
- Goal and Results oriented
- Willing to work nightshift, weekends and US & PH holidays
- Willing to work in Biñan, Laguna
Jobs2Web

Biñán, Laguna
Permanent
Full-time