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Customer Support Representative - Bilingual

Erus Energy LLC
Tempe, AZ
  • Posted: over a month ago
  • Full-Time
Job Description

The Customer Support Representative's (CSR) role is pivotal in the customer centric journey in which Erus energy delivers superior support and service to each customer. The CSR will diligently handle customer inquiries and facilitate weekly outbound contacts with customers to ensure that they are abreast of the status of their solar project through excellent communication with customers and internal partners.


Responsibilities:

The CSR reports to the Customer Support Manager (CSM) for the company and works collaboratively as a member of the Customer Support team to achieve the company's overall goals while exhibiting the core values of the company.

The CSR's responsibilities are:

  • Facilitate inbound and outbound calls to assigned homeowners to keep them apprised of the progress on their project
  • Handling homeowners questions on their project or from past clients who need maintenance on their system
  • Reporting on status of assigned projects to the CSM
  • Maintaining ongoing follow up and relationship with the client to fortify relationships and maximize opportunity for referrals
  • Providing electronic notes daily in our customer database
  • Soliciting customer reviews through the established process
  • Additional duties as assigned

The CSR is accountable to the CSM for the:

  • Work assigned queue of customers and handle inbound calls for customers not in queue when needed
  • Contacts made to customers, both quality (customer engagement) and established cadence are reviewed for the customer contacts
  • Completeness and quality of documentation and updates regarding the customer's project in Netsuite
  • Gaining customer reviews based on established timelines in the customer's project
  • Handling of customer complaints and resolutions
  • Performance to established KPIs

The CSR has the authority to:

  • Facilitate outbound calls to customers for status updates on project
  • Handle incoming calls related to customer complaints based on established training guidelines
  • Escalate customer issues when are outside of the established scope
  • Document only truthful and accurate information in Netsuite (auditable)

Qualifications:

  • 3-6 months of Call Center Customer Services experience
  • HS Diploma or equivalency required
  • Proficient with Microsoft Office and general office equipment
  • Spanish & English fluency - required

Preferred:

  • Experience in customer services in the renewable energy construction business
  • Netsuite experience

Attributes and Skills Desired:

Attributes:

  • Confident and engaging
  • Bright
  • Sense of urgency and commitment
  • Mission-driven, team oriented
  • Intuitive
  • Unbiased

Skills:

  • Interpersonal capabilities
  • Ability to quickly discern issues and construct fixes within documented process
  • Proficient with Microsoft Office, Google Suite, web-based apps & social media and general office equipment.

Benefits:

  • A choice of medical, dental, vision, life, and short-term disability insurance, pet discount program, 401k with company match, 2 weeks of paid vacation, 1 week of paid sick time per year, and 8 paid holidays per year.
  • Weekly payroll.
  • Employee Referral Program.
  • Customer Referral Program.
  • Career path for top performers.

About Us:

Erus Energy is a leading solar energy company headquartered in Phoenix, Arizona with offices located throughout Arizona, New Mexico, and Texas. With over 17,000 Customers in 6 states across the USA, Erus Energy is the premier choice for employees and customers. Find out more about us by visiting our website at http://www.erusenergy.com/


Erus Energy is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws.



Job Posted by ApplicantPro

Erus Energy LLC

Address

Tempe, AZ
85281 USA

Industry

Business

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