About Go Lime Inc. Go Lime stands out as Ontario’s market leader in sustainable home and commercial solutions. Our centralized focus is to make home comfort a seamless, accessible and enjoyable transaction for our customers. With decades of specialization in energy-efficient solutions – Go Lime strives to provide complete transparency and affordability for all home comfort needs. Customer-centricity lies at the heart of our journey. Our platform delivers transparent pricing, flexible options, and a fully integrated offering across water heaters, HVAC, water filtration, and sustainable energy.

In December 2025, funds advised by Basalt Infrastructure Partners acquired Go Lime and substantially all assets of Simply Green. The combined business includes roughly 90,000 leases and a scaled national platform built on trust, transparency, and customer choice.

Learn more at www.golime.com and www.basaltinfra.com

About the role

The Customer Escalations & Retention Specialist plays a critical role in safeguarding the customer experience within a fast-paced call centre operations environment. This position is responsible for managing high-impact and complex escalations with professionalism, urgency, and a solutions-focused approach.

The role focuses on delivering timely, customer-centric resolutions that drive retention, strengthen loyalty, and safeguard the brand. It requires strong decision-making skills, sound judgment, and a high level of accountability to ensure each case is resolved in alignment with operational service levels, company policies, and business objectives.

This position operates at the intersection of customer advocacy and business performance, requiring thoughtful analysis, clear communication, empathy, and consistent follow-through to turn challenging situations into positive outcomes that reinforce long-term customer relationships.

Key Responsibilities

Take full ownership of assigned escalated customer cases, managing each through to final resolution. Respond to all cases within established Service Level Agreements (SLAs) and meet defined resolution timelines. Proactively communicate with customers via phone and email, providing clear updates and setting realistic expectations throughout the resolution process. Apply a retention-first approach by identifying underlying issues, addressing root causes, and preventing repeat escalations. Exercise sound professional judgment when navigating policy exceptions, operational constraints, and complex customer situations. Partner cross-functionally with frontline call center teams, operations, billing, and field services to drive timely, effective resolutions. Maintain accurate and detailed case documentation to support reporting, compliance, and audit requirements. Analyze escalation trends and deliver actionable insights to leadership to support continuous improvement initiatives.

Performance Metrics

Performance in this role will be measured against clearly defined KPIs, including but not limited to: SLA Compliance: Percentage of cases responded within assigned SLA Percentage of cases resolved within assigned resolution SLA Customer Satisfaction (CSAT) for escalated cases: Retention Rate for customers handled through escalation Escalation Resolution Time and backlog management Quality & Documentation Accuracy

What Success Looks Like

Assigned cases are promptly acknowledged, actioned within SLA, and resolved within established timelines. Customers feel heard, consistently informed, and confident in both the process and the final outcome. Retention opportunities are maximized through proactive, root-cause-focused resolutions that address issues at their source. Operational insights translate into measurable improvements, reducing repeat cases and strengthening frontline performance.

Qualifications & Skills

2+ years of experience in Customer Care, Call Centre experience, or escalation management Demonstrated success in a fast-paced, operations-driven customer service environment. Strong active listening and de-escalation skills, with the ability to communicate clearly, professionally, and empathetically. Excellent critical thinking and problem-solving abilities, with a high level of accuracy and attention to detail. Highly organized and able to effectively prioritize and manage multiple escalated cases simultaneously. Comfortable working in a performance- and metrics-driven environment, with the ability to remain composed under pressure. Collaborative team player who partners cross-functionally to drive timely, customer-focused outcomes.

Must be available Monday-Saturday, 40 hours/week

All candidates will be considered, however only qualified candidates will be contacted. Go Lime is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Go Lime is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our HR Team will work with applicants requesting accommodation at any stage of the hiring process.

We would like to thank all applicants for their interest. However, only those under consideration will be contacted.