Customer Experience Crew Member
About The Position
ION Solar is a rapidly expanding, full-service residential solar company with a strong nationwide presence. The customer experience team provides the experience for all customers whose solar systems have been turned on and are operating. This role is for an intuitive, customer service-oriented individual who can manage a wide variety of responsibilities. The position includes roles such as Inbound Operator, responsible for guiding customers to the appropriate agent or department; Analyst, responsible for creating processes, reviewing customer feedback, repairing relationships, improving customer experience, and obtaining referrals/leads; and Scheduling Agent, who schedules third-party contractors for repairs and service work.
Requirements
- Previous experience in a customer support role
- Track record of over-achieving quota
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Ability to develop solutions to difficult problems
- Proficient with Microsoft Office Suite or related software.
- A high school diploma or equivalent is required
- Customer service experience required
Nice To Haves
- Solar experience preferred
Responsibilities
- Creating and adapting the process of feedback intake.
- Reaching out to customers to review negative feedback and find a solution that resolves all issues.
- Responding efficiently and accurately to customers, explaining solutions and ensuring a positive, proactive and professional customer experience.
- Engage in active listening with customers, confirming or clarifying information to ensure customer interactions are resolved efficiently and effectively.
- Follow up with positive customer reviews to get possible leads and referrals.
- Interact with customers and collaborate with other ION Solar members to build lasting relationships by taking the extra mile.
- Performs other related duties as assigned.
Benefits
- Competitive wages
- Health/Vision/Dental Insurance
- 401(k)
- Paid time off and paid holidays
- Paid birthday off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
251-500 employees
