Customer Account Specialist

4 weeks ago

Juno Beach, United States National Guard Employment Network Full time
Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

Position Specific Description

A leading residential clean energy solutions provider, EverBright provides a platform that designs, proposes and finances solar and storage projects nationwide. EverBright brings together finance and technology, to provide customers with an all-in-one solution for powering their carbon-neutral homes. Our mission is to be the driving force in the decarbonization of our planet by delivering accurate solar designs, affordable and flexible financing options, and the best service possible.

We are seeking a well-qualified candidate who is passionate about driving the clean energy revolution by building a best-in-class residential financing program.

This position will be responsible for providing support to our customers (residential solar installation companies and consumers). This role will require gaining a deep understanding of the residential solar financing industry and applying this knowledge to answer any questions and solve problems that our customers may have. This position requires availability to work 12:00PM-9:00PM EST and 2:00PM-11:00PM EST and Saturdays.

Job Duties
  • Troubleshoot and resolve technical issues related to our proprietary software platform, solar panels, inverters, monitoring systems, and other solar components.
  • Collaborate closely with other departments to escalate and resolve complex technical issues promptly.
  • Provide exceptional customer service through phone, email, chat, etc.
  • Become an expert on both financing and sales/operations workflows
  • Be a knowledge resource and an escalation point for our customers
  • Provide solutions to problems while educating and training our customers
  • Document customer interactions with accurate and detailed interaction logs
  • Serve as a voice of the customer and work with the team to improve our program and processes
  • Work with team members, supervisors and management to adhere to quality standards and achieve service level goals
  • Proactively escalate potential issues or anomalies to management
  • Identify and recommend improvements to our internal support tools and drive scalable solutions to support our growing customer base
  • Create a positive work environment through collaborating with direct teammates and internal stakeholders
  • Become a main point of contact for our customers and provide exceptional support and problem solve to enable their success
  • Manage each issue to resolution while providing clear communication and expectations
Preferred Qualifications
  • Previous helpdesk or software support experience, preferably in the solar industry
  • Strong proficiency using SaaS software
  • Proactive and solution-oriented
  • Experience in solar or motivated to learn more about the solar industry
  • BA/BS degree or equivalent practical experience
Job Overview

Employees in this role are responsible for maintaining and cultivating customer relationships. This role serves as the primary point of contact for any and all aspects of the assigned customer account.
Job Duties & Responsibilities

Under general supervision:
  • Researches and resolves sensitive customer requests and complaints
  • Ensures timely report of outages
  • Performs general account maintenance and billing adjustments
  • Performs rate analysis
  • Analyzes complex billing problems and researches for solutions
  • Performs other job-related duties as assigned


Qualifications

Qualifications

Qualifications

Additional Qualifications/Responsibilities

Required Qualifications

• High School Grad / GED
• Experience: 3+ years
Preferred Qualifications

• Six Sigma Yellow Belt Certified

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