Customer Experience Specialist (m/w/d)

The Customer Experience Specialist handles helping the development of the telemarketing team as well as interfacing with customers via inbound calls, outbound calls, or through emails depending upon situational requirements. This position provides coaching for CSR’s to ensure KPI’s are being met as well as providing customer service support for existing, new, and potential customer needs.

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets Key Performance Indicators (KPI’s)
• Coach and mentor agents; probe for understanding, use decision-support tools and resources to ensure departmental goals are met
• Listen attentively to agent needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the agents to ensure departmental goals are being met
• Maintain basic knowledge of Solar Works Energy’s products and services
• Schedule appointments for customers with Solar Works Energy Experts
• Participate in activities designed to improve customer satisfaction and business performance
• May offer additional products and/or services
• Appropriately notating accounts as required
• May respond to customer inquiries by sending them published materials or other relevant information via email

Job Type: Full-time

Salary: $30,000.00 - $40,000.00 per year

Schedule:

• Monday to Friday
• Reliably commute or planning to relocate before starting work (Required)

Solar Works is a Panasonic Elite Installer and ranked as the fastest growing solar company in the Southwest. Our unique strategy of building people to be expert marketers, sales professionals and sales leaders puts professionals in a place to have a career experience that is highly unique from the rest of the marketplace. Together we are committed to creating a company of excellence, and we understand that comes from the caliber of people we hire. Come meet with our executive team and we’ll show you how this organization can impact your life in a way that no other company can!

Requirements

• Candidate Profile * High school diploma or GED with six to twelve months of relevant experience preferred
• 6 months of management or coaching experience
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed

Benefits

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off