Customer Support Representative

4 weeks ago

Springfield, United States US Sun Solar Full time
Job Details SPRINGFIELD, MO Hourly Pay High School $16.00 - $18.00 Hourly None Day Customer ServiceDescription

About Sun Solar

Sun Solar is committed to combining energy efficiency with solar power, caring for the planet, and providing superior customer service. We have been named the #1 fastest growing business in Springfield, the #1 residential solar installer in Missouri, and the 156th fastest growing company in the nation on the Inc. 500 List. Our goal is to provide our customers with an easy, affordable way to go solar and start saving money.

SUN SOLAR CORE VALUES

  • Integrity: Be trustworthy and do the right thing
  • Customer Experience Focused: Be responsive, professional, respectful and accurate.
  • Commitment to Growth and Success: Forward thinking, solution oriented and adaptable
  • Team Oriented: Be respectful to others and always be a team player.
  • Environmentally Conscious: Actively strive to reduce the impact on the environment through waste reduction and sustainability efforts.

We are expanding our Operations Department at our headquarters in Springfield, MO and looking to add four (4) Customer Care Representatives Our Customer Care Reps will provide professional, quality, and "best in class" service for all Sun Solar customers by using a consultative approach that reflects the core values of Sun Solar. This position involves activities including but not limited to inbound and outbound phone calls, email, live chat, letter, data entry, and social media. This role is responsible for facilitating, analyzing, documenting and resolving customer issues, providing product support and following up to resolve concerns in an accurate and timely manner.

You will be responsible for…

  • Deliver a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.
  • Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times.
  • Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM and other technology as needed.
  • Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management.
  • Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team-based environment. Provides back-up support to other teams as needed.
  • Builds relationships and works closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
  • Report any training needs or system error/discrepancies to supervisor.
  • Complete other tasks as deemed appropriate by supervisor.
  • Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.
Qualifications

What we need from you

  • Must have two (2) years of customer service experience.
  • Excellent interpersonal, verbal, and written communication skills
  • Ability to establish rapport, build relationships and loyalty with external and internal customers and coworkers, and remains tactful when communicating negative information.
  • Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion.
  • Demonstrate an ability to maintain composure while diffusing and professionally negotiating a high-tension situation on a routine basis.
  • Strong retention skills with the ability to follow a process flow and/or script as needed.
  • Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multitask effectively and execute tasks with minimum supervision.
  • Strong organization and time management skills
  • Strong attention to detail and accuracy; exercise good judgment
  • Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner.
  • Takes ownership of issues or questions and will escalate problems to the appropriate persons and follow up accordingly with the customer.
  • Knows when to involve supervisors.
  • Ability to maintain a high level of confidentiality by handling sensitive and private customer information in accordance to Sun Solar’s policies and regulatory requirements
  • Proven ability to meet deadlines and key metrics, work independently, as a team player, and drives results in a fast paced, team-based environment.

Sun Solar is an Equal Opportunity Employer.

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