DescriptionION Solar is one of the nation's fastest-growing, full-service residential solar companies, with a presence in eight states and a workforce of over 700 employees. Our mission is to provide homeowners with a simple, affordable way to switch to solar energy.
As an Executive Resolutions Specialist, you will play a crucial role in addressing and resolving homeowners' concerns, ensuring the smooth progression of their solar projects in a timely and effective manner. This position requires a high level of customer service expertise and problem-solving skills to ensure customer satisfaction and retention.
Duties/Responsibilities:
- Respond to a high volume of inbound and outbound calls promptly and professionally.
- Utilize predefined communication scripts to address various topics and maintain consistent service quality.
- Identify customers' needs, clarify information, conduct thorough issue research, and provide appropriate solutions or alternatives.
- Cultivate and maintain strong, long-term relationships with customers, going the extra mile to engage and ensure their satisfaction.
- Collaborate with cross-functional teams to resolve complex problems efficiently and effectively.
- Handle escalated customer issues with diplomacy and empathy, aiming for a positive resolution.
- Keep detailed records of customer interactions and transactions within the CRM system.
- Proactively seek opportunities for improvement in customer service processes and implement solutions.
- Perform any other related duties as assigned.
Required Skills/Abilities:
- Proven experience in customer support or similar role, demonstrating a history of exceeding performance quotas.
- Excellent phone etiquette and verbal communication skills, coupled with active listening abilities.
- Familiarity with CRM systems and best practices in customer relationship management.
- Customer-focused mindset, with the ability to adapt to various personality types and situations.
- Strong multitasking abilities, setting priorities, and effective time management.
- Exceptional problem-solving skills, tackling difficult challenges with creative solutions.
- Proficiency in using the Microsoft Office Suite or related software.
Education and Experience:
- High school diploma or equivalent.
- Prior experience in customer service or retention is mandatory.
- Sales experience is preferred.
- Knowledge of the solar industry is a plus.
Working Conditions:
- The role involves a fast-paced, open-floor office environment with significant computer and phone usage.
- Utilization of complex systems and tools is required, demanding speed and accuracy in completing tasks.
- Prolonged periods of sitting at a desk and working on a computer are typical.
- Regular talking and hearing are necessary, with occasional standing, walking, reaching, bending, or lifting up to 20 pounds.
- The work environment's noise level is typical of an office, and interruptions may occur throughout the workday.
Compensation/Benefits:
- Competitive wages in alignment with industry standards.
- Comprehensive health, vision, and dental insurance coverage.
- 401(k) retirement savings plan.
- Generous paid time off and paid holidays.
- Paid birthday off as an additional perk.
ION Solar is an equal opportunity employer and considers all applicants for employment without regard to race, color, religion, sex, sexual orientation, familial status, gender identity, national origin, veteran or disability status, or any other protected class. We are committed to creating an inclusive and diverse work environment that values and respects every team member's unique contributions.
Qualifications#IND123
