Bilingual Customer Support Specialist
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About The Position
Join Freedom Forever, a leading solar residential company dedicated to powering a brighter and greener future. We are looking for a passionate and customer-centric Bilingual Customer Support Specialist to join our team. In this role, you will play a crucial part in maintaining the highest levels of customer satisfaction. Your primary responsibility will be 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. Collaboration is key in this position. 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. Additionally, meticulous record-keeping is a cornerstone of your role. You will maintain detailed records of escalated cases, 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. As a Customer Support Specialist, you will be responsible for receiving inbound calls daily from customers across all regions, providing them with the most current updates on their projects. You will log all correspondence into the Company Customer Relations Management (CRM) system and collaborate with various internal departments to gather necessary information and resources. Investigating and analyzing customer issues will be a significant part of your role, ensuring that we find resolutions and take ownership of each call to understand the impact on the customer experience. Following up with customers to ensure concerns are resolved, communicating effectively as a team, and demonstrating self-sufficiency in task monitoring will be essential to your success in this role.
