Job Description
ABOUT THE CLIENT:
As one of the world’s most admired brands, this client is growing and leading the future with their products through innovative high-quality solutions. The company's advanced balance of system products deliver lower cost of ownership and faster return on investment for existing and new solar installations.
The client is a Global Solar company that is doing our part in helping heal the planet. We are collaborative, respectful, and have a healthy company culture. The CEO leads with a mindful approach, high integrity, and supportive leadership.
OVERVIEW
Their Customer Service Care Team is looking for an experienced CSR Level II to join their team. You must be technical, enthusiastic, thoughtful, and a highly motivated problem solver who is passionate about creating a first-class customer experience while building lasting relationships with our customers. This position plays a crucial role in the overall online customer experience the company offers.
As a Customer Service Representative – Level II, you will be responsible for Key Accounts providing the highest level of customer care and sales support. You will be tasked to handle more complex issues and resolve these issues to completion.
RESPONSIBILITIES | QUALIFICATIONS
- Have a sound knowledge of electrical products and technical issues.
- Work cross functionally with the hardware and software departments.
- Develop a deep understanding of the company's product line. This will set you up for success to support our customers and to help them navigate the conversation.
- Respond to and resolve product, software, hardware, or service problems that customers are experiencing.
- Meet individual metrics for case volume, availability, and customer satisfaction.
- Work effectively across a variety of communication channels: phone, email, live-chat, and video conferencing.
- Retain customers by answering questions, finding solutions, and providing suggestions that lead to short and long-term success.
- Maintain customer records in Zendesk and refer potential leads to the sales department.
- Collect and analyze feedback after completing customer inquiries.
- Work collaboratively with colleagues to solve customer issues as quickly and as efficiently as possible.
- Report customer complaints and escalate issues when necessary.
- Relay product flaw and failures to engineering and product development teams.
- Be curious, passionate, and love working with people.
REQUIREMENTS:
- Bachelor of Science, Computer Science Degree required.
- A minimum of 5-8 years of customer service experience in a technical vertical required.
- An additional 3 years of experience in any other customer-facing field is preferred.
- Experience working in the Solar industry a plus.
- Computer proficient, Zendesk and Microsoft office required.
- Strong communication with co-workers, managers, and customers.
- Strong organizational skills and meticulous attention to detail.
- Successful time management skills and prioritization skills.
- Ability to accept, integrate, and apply constructive feedback in a professional manner.
- Ability to prioritize tasks and drive results with a high emphasis on quality.
- Ability to work as part of a team within a highly collaborative environment.
- Ability to proactively communicate consistently, clearly, and honestly.
- Ability to successfully adjust to changes in the work environment.
- Ability to work in a fast-paced environment.
- Approval to work in the United States.
COMPENSATION
- Competitive compensation to include salary, health benefits package, and stock options.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Company Description
Wentworth Executive Recruiting is a RETAINED - Exclusive search firm that works directly with the Hiring Managers of the company. We have a 'mindful' approach to working with our clients as well as our candidates.