Hiring: Senior Agent, Tier II – Customer Operations Company: Perch Energy Location: Boston, MA Job Posted Time: 2026-09-10 14:47:02 Employment Type: Full-time / Remote Target Skills & Keywords : Agile, Salesforce About the job Experience: •3+ years of customer service, customer operations, or call center experience, including experience handling escalated or complex customer concerns. Required Skills: •Perch Energy is seeking a Senior Agent, Tier •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. •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. Compensation: •Flexible work environment (work from home / hybrid options) •Flexible paid time off – take time to recharge when you need it, no explanations required Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!