Customer Experience Specialist

Manage an individual queue of high-sentiment escalated cases as the primary point of contact until resolution. Negotiate and settle financial disputes within established limits for first-contact resolution. Respond to inbound escalations with clear, professional, and empathetic communication. Handle executive-level customer concerns, balancing customer advocacy with company policies. Investigate and respond to complaints from Attorneys General, BBB, and consumer protection agencies. Manage legal escalations by coordinating with the Legal team and gathering documentation. Identify root causes of technical failures and execute policy overrides to restore system performance. Apply specialized knowledge for advanced troubleshooting including roof leak protocols and remote troubleshooting. Coordinate with Field Service Partners and internal teams to ensure system repairs. Act as a subject matter expert by coaching, mentoring, and training peers. Identify trends and recommend operational improvements. Collaborate with departments to remove barriers and ensure consistent customer outcomes. Provide leadership with evidence and insights for SOP adjustments.