Senior Agent, Tier II - Customer Operations

Job Description

Job Description

Description:

Perch Energy is a mission-driven company that focuses on expanding access to clean and affordable energy through community solar. Community solar breaks down the traditional barriers preventing most people from participating in the renewable energy economy by making it accessible, affordable, and more equitable for all. We work in several states across the country to bring community solar to communities and individuals who can most benefit from a more inclusive energy system. 

Perch Energy is seeking a Senior Agent, Tier II, to join our Customer Operations team and report to the Customer Operations Manager. The Senior Agent, Tier II serves as an experienced customer advocate and operational resource, resolving complex customer issues that require advanced research, judgment, and cross-functional coordination. This role owns escalated customer interactions from initial review through final resolution and helps ensure customers receive accurate, timely, and consistent support. 

In addition to managing complex cases and escalations, the Senior Agent will support delinquency activities, monitor customer service queues, identify recurring customer pain points, and partner with internal and external stakeholders to resolve issues that extend beyond standard Tier I support. 

Success in this role requires strong analytical skills, sound judgment, attention to detail, accountability, and the ability to independently drive issues to resolution while maintaining a positive customer experience. 

The ideal candidate is: 

• Customer-focused: Committed to understanding customer concerns and driving issues through complete resolution. 
• Analytical and solutions-oriented: Able to evaluate account history, billing information, customer interactions, and other data to identify root causes and determine appropriate next steps. 
• Accountable: Takes ownership of assigned cases, escalations, and follow-up through resolution. 
• Proactive: Identifies potential issues, risks, and customer pain points before they become larger operational concerns. 
• Collaborative: Effectively partners across teams to resolve customer and operational issues. 
• Detail-oriented: Maintains accuracy while managing multiple cases, priorities, and deadlines. 
• Adaptable: Comfortable working through complex or ambiguous situations and adjusting as processes and business needs evolve. 

Duties & Responsibilities

Complex Customer Support & Escalations  

• Manage escalated customer interactions referred from Tier I or other areas of the business. 
• Own complex customer cases from initial research through final resolution, including all required follow-up. 
• Conduct detailed account and case research related to billing, payments, community solar subscriptions, account discrepancies, and other customer concerns. 
• Clearly communicate complex information to customers in a way that is accurate, understandable, and customer focused. 
• Determine when additional cross-functional support or escalation is required and coordinate the appropriate next steps. 
• Ensure customer interactions, research, actions, and resolutions are accurately documented. 

Case & Queue Management  

• Monitor, prioritize, and manage assigned Tier II email and case queues. 
• Ensure customer cases are addressed within established service-level and response-time expectations. 
• Monitor case aging, follow-up requirements, and unresolved issues to reduce the risk of missed commitments or repeat customer contacts. 
• Escalate operational risks or barriers that may prevent timely customer resolution. 
• Maintain ownership of assigned cases until resolution or formal handoff to the appropriate responsible party. 

Billing, Account Research & Delinquency  

• Research complex billing, payment, and account-related concerns and identify the appropriate resolution. 
• Support delinquency workflows, including customer outreach, case review, follow-up, and resolution activities. 
• Work with appropriate internal teams to investigate account discrepancies, payment concerns, and other issues affecting the customer's account. 
• Support accurate and consistent execution of established delinquency procedures and customer communication requirements. 

Cross-Functional Partnership  

• Partner with teams across the organization, including Billing, Accounting/Finance, Subscription Management, Operations, Account Management, Engineering/Systems, and other stakeholders as needed to resolve customer issues. 
• Coordinate with external partners or vendors when additional information or action is required to resolve a customer's concern. 
• Clearly communicate customer impact, urgency, outstanding dependencies, and required actions to stakeholders. 
• Follow through on cross-functional requests to ensure issues do not remain unresolved due to unclear ownership. 

Customer Experience & Continuous Improvement  

• Identify recurring customer issues, operational gaps, and process breakdowns based on case and escalation trends. 
• Provide actionable feedback to Customer Operations leadership regarding customer pain points and opportunities for improvement. 
• Track case trends and resolution outcomes to identify opportunities to improve customer experience and operational efficiency. 
• Support the development and maintenance of SOPs, process documentation, customer communication templates, and knowledge-base materials. 
• Help promote consistent processes, escalation practices, and customer-service standards across Customer Operations. 
• Participate in training, calibration, quality review, or continuous improvement activities as needed. 

Skills & Qualifications  

• 3+ years of customer service, customer operations, or call center experience, including experience handling escalated or complex customer concerns. 
• Demonstrated ability to independently research and resolve complex billing, payment, account, or service-related issues. 
• Strong critical-thinking, problem-solving, and analytical skills. 
• Ability to interpret account information and identify discrepancies, root causes, and appropriate resolution paths. 
• Strong written and verbal communication skills, including the ability to explain complex information clearly to customers and internal stakeholders. 
• Strong organizational and time-management skills with the ability to manage multiple priorities and customer commitments simultaneously. 
• Demonstrated accountability and ability to drive work through completion with limited supervision. 
• Experience working with CRM systems and managing customer cases or queues; Salesforce experience strongly preferred. 
• Familiarity with community solar, utility operations, renewable energy, or energy billing processes is preferred. 
• Experience working in a cross-functional or evolving operational environment is preferred. 

What does it mean to be a Percher?  

It means you want to make a difference. It means you care about the Earth and those that live on it — you want to help us build the products that will make a brighter future for everyone. It means you are ready to take risks, stay agile, and be part of an inspiring team. 

Benefits that help you live your best life.  

Perch looks out for our employees by offering full-time benefits designed to support your life inside and outside of work: 

• A remote-first culture – work where you’re most productive and comfortable 
• Flexible paid time off – take time to recharge when you need it, no explanations required 
• 13 company holidays and Summer Fridays – built-in long weekends and early logoffs to soak up the sunshine 
• 16 weeks of paid parental leave – time to focus on your growing family without missing a beat 
• 80–95% company-paid medical, dental, and vision coverage – we've got you (and your loved ones) covered 

Perch is proud to be an Equal Employment Opportunity (EEO) employer. We are committed to creating a diverse and inclusive workplace and will do so by actively seeking to hire and promote diverse individuals throughout the company. Providing equal employment opportunities to all employees and applicants for employment is critical to our identity and we do not discriminate on the basis of race, color, religion, religious creed, national origin, ancestry, sex, age, handicap (disability), sexual orientation, gender identity/ or expression, genetics, veteran status, marital status, pregnancy or pregnancy-related condition, military status or obligation, or other protected status, in accordance with applicable federal, state and local laws.