Customer Experience Crew Member, Orem

divh2Customer Experience Crew Member/h2pION Solar is a rapidly expanding, full-service residential solar company with a strong nationwide presence. Our dedicated team is committed to making solar energy accessible and affordable for homeowners across the country./ppThe customer experience team provides the experience for all customers whose solar systems have been turned on and are operating. We are looking for an intuitive, customer service-oriented individual who can manage a wide variety of responsibilities./ppstrongInbound Operator- /strongThe Inbound Operator provides a smooth transition for the customer, guiding them to the appropriate agent or department to address their questions or concerns./ppstrongAnalyst- /strongThe Analyst is responsible for creating processes, reviewing customer feedback, repairing relationships, improving customer experience, and obtaining referrals/leads for future customers/ppstrongScheduling Agent- /strongThe Scheduling Agent schedules third-party contractors for repairs and service work./ppstrongDuties/Responsibilities: /strong/pulliCreating and adapting the process of feedback intake./liliReaching out to customers to review negative feedback and find a solution that resolves all issues./liliResponding efficiently and accurately to customers, explaining solutions and ensuring a positive, proactive and professional customer experience./liliEngage in active listening with customers, confirming or clarifying information to ensure customer interactions are resolved efficiently and effectively./liliFollow up with positive customer reviews to get possible leads and referrals./liliInteract with customers and collaborate with other ION Solar members to build lasting relationships by taking the extra mile/liliPerforms other related duties as assigned./liliRemote Troubleshooting: Identify system issues through various solar monitoring platforms. Following diagnosis, take the appropriate measures to resolve the issue, including: remote system commands, equipment reservations, and coordinating field resources for on site troubleshooting/repair./liliQuote and Invoice Management: Create quotes and invoices for solar repair and troubleshooting appointments. Follow up on pending invoices regularly./li/ulpstrongRequired Skills/Abilities: /strong/pulliPrevious experience in a customer support role/liliTrack record of over-achieving quota/liliStrong phone and verbal communication skills along with active listening/liliFamiliarity with CRM systems and practices/liliCustomer focus and adaptability to different personality types/liliAbility to multi-task, set priorities, and manage time effectively/liliAbility to develop solutions to difficult problems/liliProficient with Microsoft Office Suite or related software./li/ulpstrongEducation and Experience: /strong/pulliA high school diploma or equivalent is required/liliCustomer service experience required/liliSolar experience preferred but not required/li/ulpstrongWorking Conditions: /strong/ppFast-paced, open floor office environment with significant computer and phone usage. Utilization of complex systems. Speed and accuracy are essential to the successful completion of tasks./ppProlonged periods sitting at a desk and working on a computer. Regular requirement to talk, or hear; frequent requirement to stand, walk, reach, bend, or lift up to 20 pounds. The noise level in the work environment is typical of that of an office. May encounter interruptions throughout the work day./ppstrongCompensation/Benefits: /strong/pulliCompetitive wages/liliHealth/Vision/Dental Insurance/lili401(k)/liliPaid time off and paid holidays/liliPaid birthday off/liliFree haircuts/li/ulpION Solar is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, familial status, gender identity, national origin, veteran or disability status, or any other protected class./p/div