Customer Care Specialist – Downtown Denver, CO (Multiple positions available)
If change means solving one of the biggest challenges of our time by reinventing the way people power their homes, then we say bring it on. It doesn’t hurt that we’re reducing carbon emissions, adding new jobs to the economy, and having fun while doing it. Each business day, Our client installs $2 million worth of solar and facilitate one solar installation every 10 minutes. Our network of more than 30 leading solar installers employs more than 3,000 people.
Responsibilities: Communicate directly with customers in order to respond to escalated customer inquiries (calls and email) concerning savings, billing, field service, legal, and utility related issues; 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; Consistently meet performance standards established for quality, productivity and customer satisfaction; 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; Directly support project based campaigns as needed; Provide feedback to the supervisor on opportunities for improvement to the company knowledge base; Conduct and present savings analysis on an as needed basis; Maintain information related to consumer inquiries in SalesForce with sufficient detail to enable other readers to understand the customer’s issue and the steps taken for resolution.
Knowledge and Skills Required: Customer Focus: Dedicated to meeting expectations and requirements of customers, gets first-hand customer information and uses it for improvements in service, acts with customers in mind; Accuracy and Attention to Detail: Diligent about figuring out the exact problem, taking the right steps, and documenting activity. Acts within established policy and procedure. Follows through on commitments. Problem-solving: Approaches new challenges with a “can-do” attitude. Takes ownership for finding and proposing solutions. Engages with supervisor appropriately; Agility: Able to take on challenges that are changing often. Able to deal with uncertainty and ambiguity; Communication: Able to communicate clearly both over the phone and in written form. Empathy: Able to sincerely express empathy for others, especially customers, while still meeting the needs of the business. Knowledge and Understanding: Utilizes experience to support company objectives and department goals, policies and procedures in order to drive prompt and effective resolutions. Organization: Must have demonstrated organizational skills. Qualifications: Minimum 2 years work experience in a customer service operation; Desirable but not required: Solar industry experience; Bachelor’s degree preferred; Experience Microsoft Office products; Experience with a CRM, preferably Salesforce.
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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