What we are looking for
Are you known to be the glue that holds groups together or the go-to when others are in need of help and support? Do you have a knack for relationship management and thoroughly enjoy frequent and very engaged interactions and problem-solving for and with people? If so, then the role of a Contractor and Customer Support Agent may be a wonderful fit for you. This individual contributor role reports to the Customer and Operations Manager and holds a critical role in managing the service relationship with solar contractors and customers while also wearing the project manager hat for internal cross-functional teams.
Key Qualifications
- High emotional intelligence
- Works well in ambiguity
- Flexible and adaptive towards changing processes and environments
- Excellent interpersonal, communication, written skills
- Strong analytical and problem-solving skills
- 2+ years of customer service background
- Experience with CRM & online collaboration tools
- High proficiency in excel or equivalent
- Proficient in project management
- Solar or technical background strongly preferred but not required
Here’s what you’ll be doing:
- Project manage and facilitate the onboarding process for solar contractors
- Provide first-level and second-level customer service
- Review and analyze results of survey feedback and recommend areas of improvement
- Work with counterparts of our partner company to ensure seamless customer experiences
- Daily tracking and reporting of projects, contractors, and customer status
- Compile and communicate executive updates on a weekly/bi-weekly basis
- Work cross-functionally to ensure team members’ actions are promptly completed
