The Customer Support Specialist is technical savvy, driven, and passionate about making an impact on the future of clean energy in the US. You have a history of proven success and excel at breaking down complete problems in order to deliver solutions.
This role requires someone who is independent, can work from a variety of locations when needed, can manage multiple projects simultaneously, and is willing to go the extra mile for customers. As our team needs to be available for customers at various hours, this role will may require evening and weekend shifts.
The Customer Experience Team at Swell Energy shows up ready to execute. We look, act, and demonstrate professionalism while having fun and learning. We treat our customers and each other with respect and recognize the importance of leading from the front within the Swell brand. As a Customer Support Specialist, you don’t only oversee all inbound communication, but you also will be in communication with customers to confirm their agreement prior to it going to our compliance team, and communicate once their system is commissioned to ensure satisfaction. Additionally, you will be responsible for continuous communication providing customers insight on how to optimize their storage unit. As the team grows, you may be relied upon to help with training and process improvement.
● Manage inbound/outbound phone system to provide information as needed to correct party
● Manage out ticketing system via Zendesk
● Triage inbound inquiries to correct internal groups as needed
● Tier 1 Troubleshoot potential issues with customer's storage/solar equipment
● Work with customers proactively on various outbound call campaigns for interconnection and incentives
● Update notes on all communication to keep record for company visibility
● Understand and communicate with customer about our various Virtual Power Plant programs
● Reach out to customers at the end of their project to receive feedback of process entirely and request reviews/referrals
● Continuous communication with customers to ensure customer satisfaction after project has reached completion
● Make customer confirmation call on all Swell Energy financing products within 24-hours
● Understanding and assisting cross-functional departments as needed by the company
● You’re a reliable Team Player
● Bachelor’s degree a plus or equivalent experience
● 1-Year tier-1 storage/solar system troubleshooting experience preferred
● 1-3 years of work experience managing tasks, incoming/outbound phone calls, resources and information related to construction project/activities
● Detail Oriented
● Time management skills a must
● Experienced CRM user
● Proficient with G-Suite
● Excellent phone, written, and oral communication skills
● You’re a reliable Team Player
● Bi-lingual a plus, but not required
● Proactive, energetic and self-motivated
● Ability to work in a team and independently
● Flexible work schedule
● Adaptable in quickly changing business environment
● As this is primarily a remote position, candidates must:
o Provide a quiet and distraction-free working space
o Have a reliable internet connection that's adequate for their job
o Dedicate their full attention to their job duties during working hours
o Adhere to break and attendance schedules agreed upon with their manager