Resolutions Manager Position Available In Mecklenburg, North Carolina
Tallo's Job Summary: We are hiring an Advanced Resolutions Manager at Top Tier Solar Solutions in Charlotte, NC, offering a competitive salary starting at $85,000 a year. The role involves handling complex customer concerns, escalations, and service issues to safeguard brand integrity and customer loyalty. Requirements include 5+ years of leadership experience, strong communication skills, and the ability to analyze data for process improvement. Join us for a mission-driven company culture and opportunities for professional growth.
Job Description
Resolutions Manager Top Tier Solar Solutions – 3.8 Charlotte, NC Job Details Full-time From $85,000 a year 2 days ago Benefits Health insurance Dental insurance Paid time off Vision insurance Qualifications Customer service Senior level Leadership 2 years Communication skills Full Job Description About the Role We are seeking an experienced and strategic Advanced Resolutions Manager to lead our efforts in handling complex customer concerns, escalations, and high-impact service issues. This role is critical in safeguarding our brand integrity, customer loyalty, and operational excellence. If you thrive in high-pressure situations, love solving challenging problems, and are passionate about turning friction into opportunity—this role is for you. What You’ll Do Handle escalated customer concerns with empathy, efficiency, and impact. Serve as the main point of escalation for high-priority or sensitive customers requiring cross-functional collaboration. Analyze resolution trends and feedback loops to identify root causes and work proactively with stakeholders to prevent recurring issues. Design and refine escalation protocols, response frameworks, and service recovery strategies. Partner with Legal to ensure proper handling of critical incidents and policy-aligned resolutions. Act as a customer advocate, always pushing for service improvement and operational integrity. Coach and mentor team members to elevate customer interactions, communication techniques, and issue ownership. Deliver regular reporting on escalation volumes, resolution timelines, customer satisfaction, and team performance. What You Bring 5+ years in a customer experience, escalations, or operations leadership role—preferably in a fast-paced or highly regulated industry. Proven track record of managing high-stakes customer issues with professionalism, discretion, and creative problem-solving. Strong leadership and coaching skills; able to inspire trust and performance across diverse teams. Excellent written and verbal communication abilities, especially when dealing with executive stakeholders or sensitive matters. Analytical mindset with experience in using data to improve processes and inform decisions. Familiarity with CRM and ticketing systems (e.g., Salesforce). Ability to stay calm under pressure and maintain a customer-first mindset at all times. Nice to Have Knowledge of compliance requirements in regulated industries Background in change management or process optimization Why You’ll Love Working With Us Competitive salary Flexible work arrangements and generous PTO Inclusive, mission-driven company culture Opportunities for professional growth and development Health, dental, and wellness benefits
Job Type:
Full-time Pay:
From $85,000.00 per year
Benefits:
Dental insurance Health insurance Paid time off Vision insurance
Schedule:
8 hour shift
Work Location:
In person
