Virtual- Solution Specialist

Supervisory and Reporting Structure

This position reports to the Director of Virtual Sales.

Essential Job Functions
Communicate directly with customers who wish to cancel agreements.
Negotiate directly with customers to ensure their loyalty while balancing the organization s desire to
keep the customer, weighing the potential revenue that the customer represents versus the costs
associated with retaining them.
Maintain positive online review presence by working to overturn poor reviews.
Engage satisfied installed clients to boost our star rating for online reviews.
Gather data related to customer complaints, devise solutions and recommend support enhancementto increase overall customer satisfaction.
Provide and maintain customer reports. These reports may include detailed information related to
customer interactions, cancellations, and projects saved.
Develop and communicate reports to manager.
Create processes including, but not limited to, an outline of steps taken to arrive at solutions.
Develop and maintain strong relationships with key stakeholders in all departments to ensure timely customer solutions.
Follow processes and operational policies in selecting methods and techniques for obtaining
solutions.
Call customers to remind them of their upcoming Virtual Sales Appointment, explain what the
appointment will entail and help collect utility bill.
Take a role tracking the nature of complaints and reporting for the purpose of:
Providing feedback/reports to the relevant Divisions
Root cause analysis to identify fail points and opportunities for improvement within all areas of business operations
Own customer relationships from point of sale until the installation is complete.
Keep detailed electronic notes of all interactions with customers.
Field overflow sales calls, prepare sales proposals and present to obtain a sale contract and
necessary documents.

Job Requirements
Strong attention to detail and the ability to follow directions.
Ability to present oneself well over the phone.
Maintain a professional and personable demeanor.
Work defined hours answering calls on an inbound hotline

Strong negotiation skills.
Excellent customer service skills.
Strong communication skills.
Ability to effectively multi-task.
Experience in a call center environment a plus
Previous solar industry experience preferred
Salesforce experience
Maintains a sense of urgency with all tasks
Strong phone communication skills
Must be willing to work in an environment that requires frequent phone-based customer interaction

Performance Expectations

The Solution Specialist must meet a minimum of 12 saved projects installed per month, with a minimum of 3 of those being projects where the customer has communicated they want to cancel their project. Employees with assigned quotas that do not meet established sales expectations on a consistent basis are subject to disciplinary action, up to and including termination.

Physical Requirements

The physical demands are representative of those that must be met by an employee to perform the essential functions to this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning
objects.
Sitting for long periods of time while using office equipment such as computers, phones, etc.
Repetitive hand motions, including movement of the wrists, hands, and fingers during normal working
environment.
Ability and willingness to climb ladders and stairs to survey customer homes and attic space.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an
easily audible volume, and receive detailed information through oral communication at usual speaking
levels without correction.
Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual
acuity to perform activities at or within arm s reach with skill, control, and accuracy, such as preparing
an analyzing data, viewing computer screen and expansive reading.

Business Conduct
Employees are expected to act at all times in a lawful and ethical manner. Without limiting the foregoing,
participants are expected to abide fully by ADT Solar s Code of Conduct governing, among other things, proper conduct in business dealings.
Employees are expected to keep accurate, reliable records at all times. Sales transactions must be correctly and promptly recorded in the company s database/records. Employees may not use any report or record to mislead customers, manipulate information, conceal anything improper or perform any type of fraudulent activity. Any sales or incentives that are derived from, or as a result of, unlawful and or/or unethical conduct shall not be considered earned and shall subject the participant to disciplinary action up to and including termination.

Compensation
This is an hourly position that requires clocking in and out. Additional compensation is provided according to the Compensation Plan and the Commission Agreement.

EEO Statement

The Company is committed to being an equal opportunity employer and our diversity in the workplace has been essential to our success. The Company makes all employment decisions without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors.

Diversity Statement
At ADT Solar, we embrace diversity, empower equity, and encourage inclusivity. Starting with leadership and spreading across the organization, we cultivate a culture where individuals can work together to harness innovation through different viewpoints, interests, experiences, and backgrounds. We know we re a better company because of our employees unique differences, and we champion all ideas and perspectives.

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