Customer Care Representative
Houston, TX
Residential Internal Operations – Customer Care /
Full-Time /
On-site
Freedom Solar Power is looking for a professional and detailed oriented Customer Care Representative to join our team. The CCR will be responsible for ensuring customer satisfaction by quickly addressing customers' inquiries while working with other internal departments to find solutions. The Customer Care Team is the front line for the organization by being the primary point of contact for our customer base. We are responsible for guiding the customer through their solar journey with Freedom Solar Power. Our CCRs are customer advocates by being knowledgeable in the stages of the customer’s projects, and educating our customers on the benefits of going solar. In this role, it is crucial that you maintain a positive, empathetic, cheerful, and professional interaction with our customers.
Essential Functions and Duties:
- Answering customers queries and complaints in a timely and professional manner through various channels (phone and email)
- Ensuring customer satisfaction by providing excellent customer support
- Performing welcome calls and other courtesy calls throughout the stages of the project to new and existing Freedom Solar Power customers in effort of making the customer experience more memorable
- Management of our ticketing system as a liaison with operations and our service team to resolve customer concerns
- Completing logs of customers interactions and transactions as well as actions taken to resolve the problem.
- Understanding the Freedom Solar Power products and installation process to advise customers appropriately
- Assisting other departments with customer services requests and other duties as assigned by Customer Care Manager
- Manage inbound and outbound calls
- Be able to manage customer concerns via email
- Diagnose system performance
- Provide valuable insight to our customers on how solar works
- Address customer’s concerns related to scheduling by viewing our software application in order to provide updates or to work with different regional scheduling teams
Qualifications:
- 1 to 2 years of high-volume customer service experience required.
- Must have excellent interpersonal skills (i.e. speaking on phone clearly).
- Must possess professionalism and a positive attitude.
- Must have excellent verbal and written communication skills.
Knowledge, Skills and Abilities:
- Flexible with work schedules and assigned tasks
- Result driven
- Ability to problem solve real time
- Detailed oriented and professional demeanor
- Strong organizational skills
- Ability to multitask
- Excellent customer service skills
- Must have strong verbal and written communication skills
- Proficiency with Microsoft Office (Excel, Word, etc.) and Google products
Favorable, but not Necessary Experience:
- Salesforce
- Hubspot
- Five9 phone system
- Kibana
