Customer Support Representative, Residential Energy

Position Description

The ideal candidate brings high energy, a desire to learn and master new technologies and an optimistic approach to every customer interaction.

• Clearly outline and set expectations with customers assigned post order to ensure a great customer experience. This can be through a welcome phone call and responding to high volume of customer communications leveraging multiple platforms including Phone, SMS, Email and Live Chat
• Utilize various forms of communications for pro active outreach to customers, updating them on project status, and requesting that they action customer items to progress their project.
• Partner with Design Consultants to ensure customers understand who they will be interacting with and when
• Manage customer pipelines of 100+ daily, being able to pivot in forms of communication and using various software, dashboards and reports to progress projects forward.
• Manage personal calendar and CRM software to ensure all follow-up commitments are met
• Address any potential problems on customer accounts by utilizing critical-thinking skills to drive timely resolutions while interacting with internal energy departments to ensure accurate and timely action.
• Utilize effective time management to assess daily workload and subsequently prioritize tasks, maximizing impact on required worklist

• Experience in a fast-paced customer-facing role
• Maintain a high level of organization while managing a large pipeline of customer projects, considering future implications of immediate actions for acceleration of project completion
• Strong relationship management skills and the ability to explain complex technical concepts
• Ability to function autonomously, working independent of a support staff, in a fast-paced environment
• Proficiency in computers and CRM software including Microsoft Office Suite and Outlook
• Excellent problem-solving skills, approaching challenges or delays with optimism and creative ideas for resolution