FT/Perm Position: Customer Care Presentative III-Downtown Denver, CO.
POSITION SUMMARY: Do you love solving problems, analyzing numbers, talking with customers on the phone and coming up with a solution? Do you have customer service, sales, or account management experience and a Bachelor’s degree? Do you have amazing written and verbal communication skills? If so this is the perfect position for you! You will earn a great base salary, plus annual bonus, stock in our company, and work with an amazing team environment! The Customer Care Specialist Tier III position provides professional, quality, and "best in class" service for existing and prospective customers by using a consultative approach that reflects the culture and philosophies of the company. This position involves activities including but not limited to inbound and outbound phone calls, email, live chat, letter, fax, and data entry. This role is responsible for facilitating, analyzing, and resolving customer issues, providing product support and following up to resolve concerns in an accurate and timely manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES (including but not limited to) Representing the company and its partners in escalated customer issues and complaints through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques; Act as responsible single point of contact for complex issues that require multiple points of contact both with internal and external parties as ultimate escalation level; Negotiating successfully and diplomatically to the best interest of the company and its customers and partners; Accurate preparation of complex financial data including Rate Modifications and Savings Analysis; Non-standard, non-scripted dialogues with high visibility and exposure to legal department as well as company’s executives; Handling issues with diplomacy to avoid social media and other escalations; Advocate for the customer across all functional disciplines and channel partners to resolve customers’ inquiries in order to retain or re-establish customer’s confidence in the company/service; Serve as a subject matter expert (SME) in at least one of the following areas: Savings/Rate Modification, ERP, SREC’s, Utility Engagement, Insurance, Fleet Operations or Operations; Recommends & project manages improvements of service, product, and procedures to support operational excellence or to prevent future issues of a similar nature; Proactively report any training needs or system error/discrepancies to QA/Training team and support efforts; Ability to effectively and efficiently handle 60+ customer cases at a time, assuring prompt and expeditious follow-up; Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times; Builds relationships and works closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed; Complete other tasks as deemed appropriate by manager.
REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS): 5+ years of customer service experience, preferably in technical support; Proven high level of ability in working with MS Office Suite, especially with MS Excel (including reporting and visualization of data); Proficiency with Google@Work Suite (Calendar, Sheets, Drive, Gmail); Touch typing at least 50 WPM; Experience with ERP and CRM, preferably Oracle and Salesforce; Highly Desirable: Real estate experience, finance background and/or Solar industry; Excellent interpersonal, verbal, and written communication skills; Proven ability to establish rapport, build relationships and loyalty with external and internal customers and coworkers, and remains tactful when communicating negative information; Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion; Demonstrate an ability to maintain composure while de-escalating and professionally negotiating high-tension situations on a routine basis; strong retention skills with the ability to simultaneously combine and streamline several process flows; Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision; Strong organization and time management skills; Ability to remain focused and productive with tasks that may be repetitive; Strong attention to detail and accuracy; Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner; Exercises good judgment; Takes ownership of issues or questions and will escalate problems to the appropriate persons and follow up accordingly with the customer; Knows when to involve supervisors; Ability to maintain a high level of confidentiality by handling sensitive and private customer information in accordance to the company’s policies and regulatory requirements; Embraces change and is flexible to the needs of the business and team; Proven ability to meet deadlines and key metrics, work independently, as a team player, and drives results in a fast paced, team based environment; Must be willing to assist teammates and build strong relationships to achieve company and department goals; Ability to accept and apply coaching and feedback from leadership; Proven track record of reliability and a strong work ethic is a must.
COMPENSATION: 18-20+ hrly, full benefits, etc.
Should you be interested in the above-listed position(s), please email a clean copy of your resume (Word format preferred) to jackie@sorcesolutions.com along with 3-5 available times for a telephone prescreening (30 minutes maximum). In order to ensure a response within 48 hours, please be sure to include the position title in the subject line of your response message.
Should you not be interested the above listed position but know of someone who may be - please feel free to forward this message.
If you are looking for a new position and have not sent us an updated resume within the last 6 months - please do so. Having the most up to date information will allow us the opportunity to match you to new/approved positions as soon as they open!
Thank you.
Jacqueline M. Sorce
Owner/President - Sorce Solutions, Inc.
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Posted by: "Jacqueline M. Sorce" <jackie@sorcesolutions.com>
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