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Customer Experience Representative

2 months ago

Austin, United States Freedom Solar Power Full time

Freedom Solar Power is one of the largest and fastest-growing solar installation companies in the United States. Founded in Austin in 2007, our residential business serves Texas and Florida. Our commercial business has a nationwide reach. At Freedom Solar Power, our strong reputation in the industry is based on our dedication to quality workmanship and outstanding customer service. The mission is to enable our customers to live more powerfully by harnessing clean, affordable, and reliable energy from the sun. We take great pride in living by these 6 core values:


Pride in Quality Craftsmanship

Go Above and Beyond

Put People First 

Have a Humble Heart

Give a Damn

Shoot Straight


Freedom Solar Power is looking for a professional Customer Experience Rep to join our growing Customer Experience team. In this position, you will be responsible for managing responses to client feedback and monitoring brand reputation on various social media platforms. A successful candidate will be able to recognize, empathize and understand customer sentiment while being able to de-escalate situations. Equally important in this role are strong written and verbal communication skills. This is an in-office position, to be based in Austin, Texas.



Essential Functions and Duties:
  • Manage customer feedback on our Review Sites (Google, Yelp, Facebook, and others) in partnership with Marketing.
  • Take ownership of the Better Business Bureau platform to improve our online reputation.
  • Respond to customer questions and comments on Facebook and Instagram advertisements through Meta platform.
  • Process payments for Referral Program and Promotions on a weekly basis through the Get The Referral platform, and manage documentation for Accounting.
  • Respond to customer inquiries and issues received in and about the Freedom Solar Power smartphone app.
  • Open tickets with Get The Referral when technical problems arise and maintain communication with the customer until resolved.
  • Provide live support to the Customer Care Department during escalated calls/emails
  • Promptly assist the Customer Experience Manager with any pending escalations tickets, Negative Customer reviews/NPS detractors.
  • Work to improve customer experience/satisfaction by providing positive resolutions for all customer escalations
  • Completing logs of customers interactions and transactions as well as actions taken to resolve the problem
  • Understanding the Freedom Solar Power products and installation process to answer questions appropriately


Qualifications:
  • 3-5 years experience in the customer service industry.
  • 1+ years (s) of experience in online/written customer service, account management, or in social media.
  • Experience in customer success, retention, or escalations.
  • Proficiency in MS Office and Google Workspace.
  • Experience in an office setting and tenacity to thrive in a fast-paced environment.
  • Strong organizational skills, solution-oriented, and results-driven.
  • Strong written, oral communication, and interpersonal skills with a positive attitude.


Knowledge, Skills and Abilities:
  • Ability to handle escalated customers with professional care and concern through various channels.
  • Strong written communication skills and ability to recall and coherently summarize complex issues and situations.
  • Highly detail-oriented and thorough with excellent documentation skills and a sense of personal accountability.
  • Ability to respond to difficult customer service issues in writing via email, text, and web chat.
  • Ability to think critically and creatively to resolve customer concerns.
  • Ability to maintain the highest standards of integrity, accuracy, and precision.



Freedom Solar Power recognizes that talented people are attracted to companies that provide competitive pay, upward mobility, and an exciting fast-paced culture. For this reason, we offer a growing Benefit Plan that includes the following:


Medical, Dental, and Vision Insurance

401(k) Employer Matching

100% Company-Sponsored Short-Term Disability

Weekly Pay Dates, Paid time off, and Company paid holidays

Career advancement opportunities