Customer Solutions Representative 2

Position Title: Customer Solutions Representative 2 Department: Customer Solutions Location: Remote Reports To: Customer Solutions Manager

Installation Made Easy (“IME”) provides software and process management that enable retailers and contractors to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. IME senior management has over 100 years of retail management and home improvement industry experience. The Customer Solutions Representative 2 is an experienced customer service professional responsible for managing escalated and complex customer concerns through resolution. This role serves as a key point of contact for homeowners, service providers, and retail partners whose needs require additional investigation, coordination, or service recovery beyond standard customer service interactions. As a Level 2 representative, this position is expected to demonstrate a higher degree of independent judgment, ownership, problem-solving, and de-escalation expertise. The Customer Solutions Representative 2 investigates issues, coordinates solutions across internal and external partners, communicates clear expectations, and takes ownership of cases through final resolution. The ideal candidate is a calm, resourceful, and customer-focused professional who is comfortable navigating challenging conversations and balancing the needs of customers, partners, and the business. This individual is intrinsically motivated, accountable for results, and able to thrive independently in a fast-paced, fully remote environment.

Key Responsibilities

Escalated Case Management & Resolution

• Manage complex and escalated customer concerns received through phone, email, chat, and other supported communication channels.
• Serve as an advanced resource for customer situations requiring additional investigation, service recovery, or cross-functional coordination.
• Investigate concerns by reviewing customer accounts, order history, service records, case notes, provider activity, and other relevant information.
• Identify underlying issues and determine appropriate solutions within established policies, procedures, and authorization guidelines.
• Take ownership of assigned cases from initial escalation through final resolution, ensuring timely and appropriate follow-up.
• Collect outstanding customer balances following the resolution of service-related concerns, supporting departmental and monthly financial targets.
• Coordinate with internal teams, service providers, retail partners, vendors, and leadership to resolve issues and remove barriers to resolution.
• Recognize high-risk, high-impact, or sensitive situations and escalate them appropriately to leadership.

Customer & Partner Communication

• Communicate professionally, confidently, and empathetically with customers, service providers, and retail partners, including during difficult or emotionally charged situations.
• Use effective de-escalation and negotiation techniques to help resolve concerns while maintaining productive relationships.
• Clearly communicate processes, expectations, timelines, next steps, and final resolutions.
• Set appropriate expectations and proactively communicate changes or delays that may affect case resolution.
• Accurately and thoroughly document customer interactions, actions taken, commitments, and resolutions within CRM and support systems.

Problem Solving & Decision Making

• Apply sound judgment and critical-thinking skills to resolve complex situations within established company guidelines.
• Perform root-cause analysis to identify factors contributing to recurring customer or service issues.
• Identify patterns and trends in escalated cases and communicate findings to management.
• Recommend practical process, workflow, communication, or service improvements based on customer feedback and case experience.
• Balance customer needs, partner relationships, company policies, and business objectives when evaluating solutions.

Collaboration & Team Support

• Partner with Customer Solutions team members, supervisors, operations teams, field teams, and other departments to facilitate effective case resolution.
• Serve as a knowledgeable resource for less-experienced Customer Solutions Representatives when guidance is needed.
• Assist with peer coaching, knowledge sharing, and training of new team members as requested.
• Provide management with actionable feedback regarding recurring customer, provider, retailer, or process concerns.
• Promote a collaborative, accountable, and customer-focused team environment.

Quality, Compliance & Performance

• Meet or exceed established performance expectations related to case resolution, response time, customer satisfaction, quality, collections, documentation accuracy, and productivity.
• Maintain accurate and complete case records in accordance with company standards.
• Follow company policies, procedures, quality standards, and applicable compliance requirements.
• Protect confidential customer and company information and follow all applicable privacy and data-security requirements.
• Demonstrate dependable attendance, responsiveness, and accountability in a fully remote environment.
• Any other responsibilities as assigned.

Required Qualifications

• High school diploma or equivalent required.
• 3+ years of customer service, customer solutions, service recovery, escalation management, or related experience.
• Demonstrated experience independently managing escalated or complex customer concerns through resolution.
• Working knowledge of customer service recovery principles and root-cause analysis.
• Strong verbal and written communication skills, including the ability to manage difficult conversations professionally and calmly.
• Strong de-escalation, negotiation, critical-thinking, and problem-solving skills.
• Ability to exercise sound judgment and make appropriate decisions within established guidelines.
• Strong attention to detail and organizational and time-management skills.
• Ability to manage multiple active cases and competing priorities while maintaining accurate follow-up.
• Comfortable navigating CRM, case-management, and other business systems.
• Strong initiative, accountability, and ability to work independently with limited day-to-day supervision.
• Ability to work effectively in a fast-paced, high-responsibility remote environment.
• Quiet, dedicated home workspace free from background noise and distractions.
• Reliable high-speed internet connection.

Preferred Qualifications

• Bilingual fluency in English and French or Spanish, both verbal and written.
• Experience in home services, home improvement, retail, logistics, installation services, or a related industry.
• Previous experience mentoring, coaching, or supporting less-experienced customer service representatives.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

Benefits to working with IME:

• 100% remote work environment
• Employer provided equipment.
• Medical, dental, and vision insurance
• Health savings plan includes employer contribution to health savings account.
• Medical and dental flexible spending accounts
• Company paid basic life, short-term disability, and long-term disability insurance.
• 401K plan with employer match
• Company matches 100% of the first 4% of salary deferrals.
• All contributions, including employer contributions, are 100% vested immediately.
• Employee discount program for Electronics, Groceries, Travel, Entertainment, and more
• Employee assistance program
• Pay on demand.
• Critical illness, hospital indemnity, group accident, and legal insurance
• Paid time off.
• And more!

We are an Equal Opportunity and Drug-Free Workplace. The Job Description is not an exhaustive statement of all duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities for necessary modifications. The Job Description does not constitute an employment contract of any kind.