Customer Care Specialist SunRun
THIS JOB HAS EXPIRED Responsibilities:
Communicate directly with customers in order to respond to escalated customer inquiries (calls and email) concerning savings, billing, field service, legal, and utility related issues.
Advocate for the customer across all functional disciplines and channel partners to resolve customers? inquiries in order to retain or re-establish customer?s confidence in Sunrun.
Consistently meet performance standards established for quality, productivity and customer satisfaction.
Serve as a subject matter expert (SME) in at least one of the following areas: Savings/Rate Modification, ERP, SREC?s, Utility engagement, Insurance, Fleet Operations or Operations.
Directly support project based campaigns as needed.
Provide feedback to the supervisor on opportunities for improvement to the company knowledge base.
Conduct and present savings analysis on an as needed basis.
Maintain information related to consumer inquiries in SalesForce with sufficient detail to enable other readers to understand the customer?s issue and the steps taken for resolution.
Knowledge and Skill Required:
Customer Focus: Dedicated to meeting expectations and requirements of customers, gets first-hand customer information and uses it for improvements in service, acts with customers in mind.
Accuracy and Attention to Detail: Diligent about figuring out the exact problem, taking the right steps, and documenting activity. Acts within established policy and procedure. Follows through on commitments.
Problem-solving: Approaches new challenges with a ?can-do? attitude. Takes ownership for finding and proposing solutions. Engages with supervisor appropriately.
Agility: Able to take on challenges that are changing often. Able to deal with uncertainty and ambiguity.
Communication: Able to communicate clearly both over the phone and in written form.
Empathy: Able to sincerely express empathy for others, especially customers, while still meeting the needs of the business.
Knowledge and Understanding: Utilizes experience to support company objectives and department goals, policies and procedures in order to drive prompt and effective resolutions.
Organization: Must have demonstrated organizational skills.
College degree. Minimum 3 years work experience in a customer service operation.
Desirable: Solar industry experience.
||San Francisco, CA |
THIS JOB HAS EXPIRED