Customer Experience

ION Solar•Orem, UT

2d•Onsite

About The Position

ION Solar is a rapidly expanding, full-service residential solar company with a nationwide presence. The Customer Experience team supports customers whose solar systems have been activated and are operating. The role may involve inbound customer routing, customer feedback analysis and relationship repair, and scheduling third-party contractors for repair and service work. The position calls for an intuitive, customer service-oriented individual who can manage a wide variety of responsibilities and provide a positive, proactive, and professional customer experience.

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 multitask, set priorities, and manage time effectively.
Ability to develop solutions to difficult problems.
Proficiency with Microsoft Office Suite or related software.
High school diploma or equivalent.
Customer service experience.

Nice To Haves

Solar experience.

Responsibilities

Create and adapt processes for receiving customer feedback.
Contact customers about negative feedback and identify solutions that resolve their issues.
Respond to customers efficiently and accurately, explain solutions, and ensure a positive, proactive, and professional experience.
Listen actively and confirm or clarify information so customer interactions are resolved efficiently and effectively.
Follow up on positive customer reviews to seek possible leads and referrals.
Interact with customers and collaborate with other ION Solar team members to build lasting relationships and go the extra mile.
Schedule third-party contractors for repairs and service work.
Route inbound customers to the appropriate agent or department for their questions or concerns.
Perform other related duties as assigned.