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Customer Success Representative

4 months ago

Sterling, United States DMH Electric, Inc. Full time

Job Overview:

The Customer Success Representative will play a crucial role in ensuring our customers are satisfied with our services. This role involves managing customer relationships, addressing inquiries, and providing support throughout the service process. Additional responsibilities include reviewing project requests, scheduling and dispatching service technicians, requesting permits, and helping to implement process enhancement throughout the way. The ideal candidate will be a proactive problem-solver with excellent communication skills and a passion for customer service.


Key Responsibilities:


Customer Support and Relationship Management:

  • Serve as the primary point of contact for customers, addressing inquiries via phone and email.
  • Build and maintain strong, long-lasting customer relationships by understanding their needs and expectations.
  • Ensure timely and effective resolution of customer issues and concerns.


Service Coordination:

  • Schedule and coordinate electrical service appointments.
  • Communicate with field technicians to ensure they are aware of customer requirements and service details.
  • Follow up with customers post-service to ensure satisfaction and gather feedback. Including requesting Google or business reviews.


Account Management:

  • Manage customer accounts, including updating contact information, service records, and billing details.
  • Work with Accounting to assist customers with billing inquiries and processing payments.
  • Provide information on additional services and products that may benefit the customer.


Problem Resolution:

  • Address and resolve customer complaints and service issues, escalating to management as necessary.
  • Monitor customer service metrics and report on trends to identify areas for improvement.


Customer Education:

  • Educate customers on the use and maintenance of electrical systems.
  • Guide energy-saving practices and safety tips.


Team Collaboration:

  • Collaborate with the sales and technical teams to ensure seamless service delivery.
  • Participate in regular team meetings to discuss customer feedback and service improvements.


Electrification Services:

  • Collaborate with Qmerit, Tesla, and dealership requests for home EV charging installations.
  • Learn and support customers through different electrification projects and services. Including EV charging, Generators, battery systems, and more.



Qualifications:


  • 3+ years of proven experience in a customer service or customer success role, preferably in the electrical or service industry.
  • A college degree in business, marketing, construction, or another related field is preferred but not required.
  • High school diploma or equivalent; additional education or certification in customer service or related fields is a plus.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and a proactive approach to customer service.
  • Ability to manage multiple tasks and prioritize effectively.
  • Familiarity with customer relationship management (CRM) software, operations and dispatch tools, Microsoft Office, and other basic office applications.
  • Knowledge of electrical systems and services is an advantage, but not required.
  • Detail-oriented with strong problem-solving abilities.
  • Strong organizational skills.
  • Ability to manage multiple projects at the same time.
  • Clean background check.



Compensation:

  • Hourly pay plus overtime
  • Health, Dental, and Vision plans
  • Paid time off
  • Paid Holidays
  • Paid Birthday Off
  • 401K match
  • Profit Sharing
  • Continuing Education stipend