Customer Support Specialist

Job Description

Join Freedom Forever, a leading solar residential company committed to powering a brighter and greener future. We are seeking a passionate and customer-centric individual to join our team as a Customer Support Specialist. Embrace the opportunity to make a positive impact while enjoying a supportive team environment, stunning office space, and incredible growth prospects.

Position Summary

As a Customer Support Specialist, your role is integral to maintaining the highest levels of customer satisfaction. Your primary responsibility is to thoroughly investigate and analyze customer issues, diving deep to identify root causes and proactively work towards effective solutions. You will leverage your strong problem-solving skills and in-depth knowledge of our company's products and services to resolve complex customer issues, ensuring each customer's satisfaction.

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 the customer resolution & experience
• Assist other departments to confirm dates or appointments such as site audits, installation, and inspections
• Must stay up to date with company updates in processes, software, and policies

Qualification Requirements

Education & Certifications:

• 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

Knowledge, Skills & Abilities:

• 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

Freedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

Must be in office (Las Vegas Headquarters)