Customer Support Specialist

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:    

• Maintaining a high level of professionalism while presenting the organization in the best light possible    

• Responsible for receiving inbound calls daily from customers in all regions to give most current updates on their projects    

• Log all correspondence in to the Company Customer Relations Management (CRM)    

• Collaborate with various internal departments to gather information and resources necessary to address escalated issues comprehensively    

• Investigate and analyze customer issues, diving deeply into root causes, and ensure that we find a resolution    

• Take ownership of each call and understand the impact you have on the customer experience    

• Following up with customers to ensure we resolve concerns that could not be resolved during their first interaction    

• Communicating as a team to ensure a smooth workflow and teamwork is important in this role    

• Demonstrating self-sufficiency in task monitoring and day-to-day call handling    

• Experience using multiple tools simultaneously to provide customers with the most accurate resolution    

• The ability to communicate effectively in written communication such as replying to customer emails and handling chat interactions while still having a heavy focus on customer resolution & experience    

• Assist other departments in confirming dates or appointments such as site audits, installation, and inspections    

• Must stay up to date with company updates in processes, software, and policies    

• High School Graduate or GED    

Experience:    

• 3+ years of call center experience required    

• 1+ years of Solar experience preferred but not required    

• 1+ years' experience of handling customer escalations    

• A high level of de-escalation and negotiation skills preferred    

• Excellent communication, customer service, attention to detail, and problem-solving skills, including the ability to maintain composure under stress    

• Effective verbal, listening, and written communication skills    

• Effective organizational, stress, and time management skills    

• Demonstrates a sense of urgency and ability to meet deadlines    

• Effective de-escalation tactics to turn experiences around    

• Ability to work well in a team environment, but also perform efficiently independently     

• Must be highly organized and able to multitask on several projects at a time    

• Strong client-facing and teamwork skills    

• Proven work experience in a similar role    

• Familiarity with construction and processing is a plus    

• Solid organizational skills, including multitasking, and time management    

• Familiarity with risk management and quality assurance control    

• The ability to have a high retention rate for new processes being implemented and rolled out    

Special Skills & Training:    

• Hands-on experience with CRM software and MS Suites    

• Zendesk experience is a plus    

PHYSICAL DEMANDS AND ABILITIES    

• Regularly spend long hours sitting and using office equipment and computers    

• Regularly spend long hours answering phone calls and emails    

• Punctuality for your scheduled shift while being adherent to all break, lunch, and meeting requests    

• Regularly move from sitting to standing positions effortlessly    

• Regularly spend long hours in intense concentration reviewing and entering information into a    

• Computer    

• Regularly use hands and fingers to handle, control or feel objects    

• Regularly see details of objects that are less than a few feet away    

• Regularly speak clearly so listeners can understand. Articulating yourself in a way that is clear and concise    

• Frequently work on projects that require deadlines and turnaround times    

• Frequently bend to file and maintain files    

• Occasionally lift 5-10 pounds