Customer Support Associate (Solar Power Industry)

About PartnerHero: We build globally-distributed teams for growing startups, including some of the world's most exciting technology companies. Our partners trust us with many operational responsibilities, including customer support. We have offices all over the world and our US headquarters is in Boise. We're currently looking for amazing customer service professional to join our amazing team! Read more about our Core Values at https://partnerhero.com/who

About the project: In this role, you'll be supporting the customers of one the nation's leading providers of solar power protection plans. Their cutting edge technology provides continuous monitoring & service for residential solar systems, giving homeowners piece of mind and helping to drive widespread adoption of residential solar nationwide!

The Customer Support Associate plays a key role in the customer experience, building relationships with customers, and establishing trust. This is an amazing opportunity for someone who wants to learn more about the solar industry. Read more about the responsibilities below.

• Type: Full-time with benefits
• Schedule: 40 hours per week (9am to 6pm, Mountain)
• Start Date: September 2019
• Channels: Phone & Email 
• Location: Work from our beautiful office in downtown Boise, ID

Responsibilities

In this job, you'll have some flexibility and autonomy to manage your workload and maximize your impact, but this breakdown shows you how the role is currently weighted. Overall, 60-75% of your time will be on phones and the remainder will be answering email, categorizing interactions and doing special projects. 

• Receive & triage inbound phone calls using Zendesk Talk by greeting the homeowner, answering their basic questions, and transferring to a Tier 2 "Solar Expert" if necessary (35-60%)
• Between phone calls, respond to email and voicemails (and eventually chat) in Zendesk or escalating to Tier 2 if necessary (15-35%)
• When phone are light, complete additional projects as the need and opportunity arise (5-10%)
• Resolve prior homeowner interactions as necessary (10-15%)
• Engage in ongoing training and mentoring to increase your solar knowledge and skill (10-15%)

Who You Are

We're seeking candidates with excellent communication skills & enthusiasm for making a difference!

• You are committed to providing an exceptional customer experience
• You seek to understand other's point of view
• You can deliver tough news clearly and compassionately
• You enjoy stability and strive for mastery in a job
• Your written and verbal communication is clear, concise and articulate. You take detailed and efficient notes.
• You are proactive.
• You can balance the voice of the client while balancing the financial impact to the organization

Experience Requirements

• At least 1 year of customer service experience
• A total of 4 years combined college or professional experience. Examples:
  • A 4 year Bachelor's degree
  • A 2 year Associate's degree with 2 years job experience
  • A High school diploma or GED with 3 years job experience
• Bonus: If you also speak Spanish, this will be a big help.

Important: By applying below, you'll be asked to submit a cover letter and brief video introduction. Use this opportunity to demonstrate your communication skills. Applicants who get to the next round will also take a timed written assessment. The final round will include multiple interviews. This is a great job for great candidates, so please put your best foot forward at each stage.