Customer Experience Specialist II (Bilingual)

As a Tier 2 Customer Experience Specialist you will serve as a key point of contact for escalated customer concerns ensuring timely professional and effective resolutions. Youll respond to inquiries related to system performance maintenance and lease terms all while upholding regulatory standards and company policies.

This role requires strong problemsolving skills a commitment to customer satisfaction and the ability to manage complex interactions with professionalism and integrity. Youll be responsible for meeting revenue and callrelated targets maintaining accurate records and taking ownership of dispute resolution.

Adaptability is essential as youll also support administrative tasks and shift priorities as needed. Your dedication to delivering excellent service and following established procedures will directly support the success of our department.

Essential Job Functions

• Respond to escalated customer calls with urgency and professionalism to ensure swift and effective resolution.
• Address system performance and maintenance inquiries providing clear and accurate information.
• Consistently adhere to all regulatory requirements and company policies.
• Maintain a high standard of service delivery with every customer interaction.
• Meet or exceed established revenue goals and call performance targets.
• Accurately log and update customer information in company systems following each interaction.
• Take full ownership of dispute resolution ensuring appropriate actions are taken and all relevant parties are informed.
• Clearly explain lease terms and conditions as needed.
• Manage difficult customer interactions with tact honesty and professionalism even when met with resistance.
• Apply sound judgment to determine the best course of action when addressing customer concerns.
• Perform administrative tasks as needed to support the efficient operation of the department.
• Rigorously follow all company procedures and compliance guidelines.
• Other duties as assigned by leadership.

Qualifications & Requirements

• High school diploma or GED required.
• Minimum of two years of customer service experience.
• Experience in the solar industry is strongly preferred.
• Familiarity with Salesforce is a plus.
• Proficiency in Google Workspace is preferred.
• Excellent written and verbal communication skills.
• Strong customer service skills and a proven ability to manage challenging interactions.
• Bilingual fluency in Spanish and English is preferred and required for specific assignments.

Physical Demands

• An employee must meet the physical demands described here to perform the essential functions of this job successfully.
• While performing the duties of this job the employee is regularly required to talk or hear. The employee is frequently required to stand walk use hands to finger handle or feel and reach with hands and arms.
• The employee is occasionally required to sit climb balance stoop kneel crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and the ability to adjust focus.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking listening standing walking using hands to handle or feel objects and reaching with arms.
• Occasionally the role may require sitting climbing balancing stooping kneeling crouching or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances distinguish colors maintain peripheral awareness perceive depth and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin ancestry marital status age physical or mental disability or status as a protected veteran. We also consider for employment qualified applicants with arrest and conviction records consistent with applicable laws. If reasonable accommodation is needed to participate in the job application interview process or onboarding please reach out to or to request an accommodation.