Customer Support Specialist

ob Title: Client Support Specialist

Location: Juno Beach, FL

Job-Type: Contract-to-Hire (Hired after 3-5 months)

Referral Fee: /- $40/month

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements).

Position Overview:

• Gravity is seeking a well-qualified candidate who is passionate about driving the clean energy revolution by building a best-in-class residential financing program. As a Client Support Specialist, you will be asked to:Become a main point of contact for our customers and provide exceptional support and problem solve to enable their success
• Manage each issue to resolution while providing clear communication and expectations

This position will be responsible for providing support to our customers (residential solar installation companies). This role will require gaining a deep understanding of the residential solar financing industry and applying this knowledge to answer any questions and solve problems that our customers may have.

• Duties & Responsibilities:Provide exceptional customer service through phone, email, chat, etc.
• Become an expert on both financing and sales/operations workflows
• Be a knowledge resource and an escalation point for our customers
• Provide solutions to problems while educating and training our customers
• Document customer interactions with accurate and detailed interaction logs
• Serve as a voice of the customer and work with the team to improve our program and processes
• Work with team members, supervisors and management to adhere to quality standards and achieve service level goals
• Proactively escalate potential issues or anomalies to management
• Identify and recommend improvements to our internal support tools and drive scalable solutions to support our growing customer base
• Create a positive work environment through collaborating with direct teammates and internal stakeholders

• Required Experience & Skills:
• Strong proficiency using SaaS software (Salesforce)
• Experience in solar or motivated to learn more about the solar industry
• Nice to have: Bilingual (Spanish speaking)
• BA/BS degree or equivalent practical experience