What are the responsibilities and job description for the Customer Care Agent position at Independent Solar?
Overview
The Customer Care agent is responsible to serve as the primary point of contact for customers seeking information, assistance, and support regarding solar installation or system monitoring services. This role involves managing customer inquiries, resolving issues, and providing detailed information on products, services, and processes. The job role focuses being customer focused, detail-oriented, and possesses strong communication skills to ensure customer satisfaction and build long-term relationships. The position reports directly to the Customer Care Manager.
Responsibilities
- Customer Support: Respond to customer inquiries via phone, email, and chat, providing accurate information about solar products, installation processes, and services. Respond to walk -in customer traffic flow in order to qualify them to directed departments.
- Issue Resolution: Handle and resolve customer complaints, escalating complex issues to the relevant teams when necessary. Handle bill assessments with customer in order to create awareness of energy production.
- Service Coordination: Coordinate with the service and technical teams to ensure timely updates and seamless communication between the company and the customer. Basic trouble-shooting of service monitoring systems in order to gauge level of service need.
- Documentation: Maintain accurate records of customer interactions, inquiries, complaints, solutions using the company's CRM system.
- Education & Guidance: Educate customer on the benefits of solar energy, how solar systems work, and the installation timeline. Connect with Service team for initial site assessment.
- Follow-Up: Conduct follow-up communication with customers post-installation to ensure satisfaction and handle and issues that arise after service.
- Billing & Payments: Assist customers with billing inquiries, payment processing, and account information.
- Product Knowledge: Stay up-to-date on the company's solar products, services, promotions, and industry trends to provide informed responses. Must have 2 years in the solar industry.
- Feedback Collections: Collect and report customer feedback to improve service delivery and customer satisfaction.
Experience
- Previous experience in a call center or customer service environment is preferred.
- Bilingual or multilingual capabilities are required to cater to a diverse clientele.
- Strong skills in client services and sales techniques are advantageous.
- Proficiency in using office software and computerized systems for documentation and communication is essential.
- Excellent interpersonal skills with the ability to communicate effectively with customers from various backgrounds.
Join us as we strive to deliver outstanding service and support to our valued customers!
Job Type: Full-time
Pay: $25.00 - $30.00 per hour
Expected hours: 32 – 40 per week
Benefits:
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Shift:
- Day shift
- Morning shift
Work Location: In person
Salary : $25 - $30