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Customer Care Representative

Our Client Houston, TX
  • Expired: 26 days ago. Applications are no longer accepted.

An award-winning energy company located in Downtown Houston is looking for a dynamic individual to join their Home Solar team as a Customer Care Representative!

A successful representative will accurately answer questions, provide a superior customer experience interaction, and execute a wide range of processes required to meet customer needs in a timely manner.

Essential Duties/Responsibilities:

  • Contact the customer (or other parties) via phone and/or email
  • Answer phone or email inquiries from customers regarding open cases
  • Make an initial contact attempt to customers within two business days of a case being opened. In most circumstances, the initial contact attempt should occur the same day
  • Handle regular cases with a high degree of independence and quality
  • Handle complex cases independently when possible
  • Communicate with supervisor, analysts, back-office support and other Senior Solar Care Representatives on the team to assist when disputes are difficult to resolve
  • Adhere to processes established to resolve specific case types
  • Meet/exceed all monthly key performance metrics
  • Provide regular updates to management on areas of responsibility and assigned tasks
  • Strong organizational and communication skills
  • Interact daily with over many field technicians and efficiently manage their day-to-day activities.
  • Actively participate in weekly team meetings, to assure weekly, monthly goals are met.
  • Answers customer inquiries and gathers data to determine and resolve customer issues.
  • Provides the customer with product/service information.
  • Schedule new appointments and installations.
  • Transfers escalated calls to supervisors’ management for resolution.
  • When necessary, follow up with sub-contractors to ensure that a claim is complete.
  • When necessary, follow up with customers to ensure the satisfaction of repair/replacement

Other Assignments Include

  • Analyze utility invoices from various energy providers in the country to identify areas impacting customer energy production patterns
  • Generate detailed reports to explain solar system offset on customers’ utility bills
  • Troubleshoot solar production cases and coordinate with customers and suppliers resolution via work orders

Qualifications:

  • High School diploma or equivalent required
  • Bachelor’s Degree preferred but not required
  • 2+ years of experience working directly with customers

Additional Knowledge, Skills and Abilities:

  • Bilingual in English and Spanish a plus, but not a requirement
  • Demonstrated ability to deliver an efficient, accurate, and positive customer experience
  • Ability to work with a different cross-functional team to solve issues
  • Basic math skills and analytical ability necessary to respond to billing inquiries
  • English, grammar, and punctuation rules are required.
  • Strong interpersonal skills and respect for diversity
  • Attention to detail and time management

Physical Requirements:
• Ability to work on a computer and utilize telephone systems as required

Working Conditions:
• Fast-pace, Professional office environment with the majority of work performed on a personal computer in a seated position
• Hours of operation can range from 7:00am to 7:00pm Monday-Friday (Subject to change with prior notification).

Our Client

Address

Houston, TX
USA