What are the responsibilities and job description for the Customer Service Specialist position at ION Solar?
Job Details
Description
ION Solar is one of the nation's fastest-growing, full-service residential solar companies. With offices in eight states across the country and a growing workforce of over 700 employees, ION Solar is providing a simple, affordable way for homeowners to switch to solar.
The customer experience team provides the experience for all customers whose solar systems have been turned on and are operating. We are looking for an intuitive, customer service-oriented individual who can manage a wide variety of responsibilities;
Inbound operator- The Inbound Operator provides a smooth transition for the customer, guiding them to the appropriate agent or department to address their questions or concerns.
Analyst- The Analyst is responsible for creating processes, reviewing customer feedback, repairing relationships, improving customer experience, and obtaining referrals/leads for future customers
Scheduling Agent- The Scheduling Agent schedules third-party contractors for repairs and service work.
Duties/Responsibilities:
- Creating and adapting the process of feedback intake.
- Reaching out to customers to review negative feedback and find a solution that resolves all issues.
- Responding efficiently and accurately to customers, explaining solutions and ensuring a positive, proactive and professional customer experience.
- Engage in active listening with customers, confirming or clarifying information to ensure customer interactions are resolved efficiently and effectively.
- Follow up with positive customer reviews to get possible leads and referrals.
- Interact with customers and collaborate with other ION Solar members to build lasting relationships by taking the extra mile
- Performs other related duties as assigned.
Required Skills/Abilities:
- Previous experience in a customer support role
- Track record of over-achieving quota
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Ability to develop solutions to difficult problems
- Proficient with Microsoft Office Suite or related software.
Education and Experience:
- A high school diploma or equivalent is required
- Customer service experience required
- Solar experience preferred but not required
Working Conditions:
Fast-paced, open floor office environment with significant computer and phone usage. Utilization of complex systems. Speed and accuracy are essential to the successful completion of tasks.
Prolonged periods sitting at a desk and working on a computer. Regular requirement to talk, or hear; frequent requirement to stand, walk, reach, bend, or lift up to 20 pounds. The noise level in the work environment is typical of that of an office. May encounter interruptions throughout the work day.
Compensation/Benefits:
- Competitive wages
- Health/Vision/Dental Insurance
- 401(k)
- Paid time off and paid holidays
- Paid birthday off
ION Solar is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, familial status, gender identity, national origin, veteran or disability status, or any other protected class.
Qualifications
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