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.

In this role, collaboration is key. You will work closely with various internal departments to gather the information and resources necessary to address escalated issues comprehensively. By developing in-depth expertise in our products and services, you will provide accurate and timely solutions to customer problems.

Furthermore, meticulous record-keeping is a cornerstone of your role. You will maintain detailed records of escalated cases, meticulously documenting all relevant information, correspondence, and the actions taken throughout the resolution process. Your work will directly contribute to the continuous improvement of our products and services, further solidifying our commitment to customer 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 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

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
• 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

Due to the nature of this position, a criminal history may have a direct, adverse, and negative relationship on each of the duties listed, which may potentially result in the withdrawal of a conditional offer of employment.

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.

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.