Bilingual Client Support Manager

GoodLeap • Roseville, CA

1d

About The Position

The Bilingual Client Support Manager works with GoodLeap's partners to ensure the delivery of the best possible customer experience. This role involves leveraging data to identify areas for improvement with clients and collaborating on solutions. Additional responsibilities include client audits and pipeline management to ensure customer expectations and GoodLeap standards are met. The goal is to be a reliable and trustworthy ally that consistently delivers for both customers and clients, embodying the company's mantra of “finance made friendly” by focusing on improving the customer experience and being a dependable teammate.

Requirements

• Ability to multitask.
• Ability to work independently and collaboratively.
• Ability to effectively interact with high profile partners.
• Superior organizational skills.
• Exceptional verbal and written skills.
• Excellent problem-solving abilities.
• Ability to work well under pressure and manage multiple priorities effectively.
• Flexibility to adapt to changing priorities and business needs.
• Time management skills.
• Bilingual in Spanish required.

Nice To Haves

• Solar knowledge preferred.

Responsibilities

• Provide world-class customer service in Spanish and English.
• Act as a supportive and collaborative partner to installers.
• Strategically partner with installers on ways to improve the customer experience.
• Serve as the primary point of contact for escalated client issues, ensuring timely resolutions.
• Resolve questions or concerns from existing customers.
• Communicate with installers regarding past, present, and future projects.
• Effectively manage a pipeline of projects to completion.
• Document client interactions and resolutions in the CRM system to maintain accurate records and track trends.
• Conduct monthly partner due diligence checks.
• Analyze data and spot trends.
• Conduct collaborative investigations into possible fraudulent or suspicious activities.
• Provide timely and effective support to clients via email, phone, and chat.
• Maintain a positive and professional attitude in all client and customer interactions, building and maintaining strong relationships.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed