Client Specialist: Solar Support

hace 2 semanas

Ciudad de México, Ciudad de México Higherring A tiempo completo

About HigherRing:

We harness business as a force for good and partner with impact organizations to lighten their load and further their purpose.

We create remote, impact employment where our team members and clients are valued and supported in their efforts to advance us all toward a more sustainable world.


Role Description:

Client Specialists:

Solar Support works directly with our solar client to support their growth and operations by performing a variety of standardized operations tasks as well as unique project tasks.

This is an employee, not contractor opportunity. Working hours are 8:30 a.m. - 5 p.m. Pacific US.

We depend on our Client Specialist:
Solar Support to be positive and energetic self-starters and problem solvers who are comfortable taking the initiative and exercising their judgment in the performance of client tasks which will include:

Customer service Operations support Monitor a support telephone line to be the first point of contact for clients that need service on their existing systems Initial triage for incoming calls & voicemails Support warranty and service issues Entry of tickets into Salesforce - Salesforce experience is very helpful Create diagnostic, service & cleaning quotes (using Sage) Obtain client approval of quotes Invoicing (using Sage) Work with monitoring companies (Omnidian as well as solar monitoring platforms like SolarEdge, SMA, AlsoEnergy, etc.)

Outreach to low-performing system owners Utilize Google Calendar to schedule service techs Tech support In all aspects of a

Client Specialists:

Solar Support's daily work, we expect that they will foster an environment that is engaging, supportive, and thoughtfully straightforward.

We expect our

Client Specialists:

Solar Support, to always treat the client partnership with respect and professionalism, including doing any research in advance of proposing any solution or answering client questions.

We also expect our

Client Specialists:

Solar Support, to use their unique insight into the client's business to think creatively about any possible ways to propel the client's business forward.

The

Client Specialists:

Solar Support must be diligent about documenting their work with the client, including updating new processes or changes to existing processes.


Further Details:

Client Specialists:
Solar Support meets with HigherRing management regularly to talk through challenges and opportunities around work
The

Client Specialists:
Solar Support will prepare for these meetings by being ready to discuss pertinent topics such as: Project statuses Client issues Opportunities for client improvement

Client Specialists:
Solar Support also participates in client calibration calls. They are always proactive and good communicators.

They are responsible for keeping the client relationship worthwhile for both the client and HigherRing and for escalating to HigherRing management in a responsible manner if the relationship becomes strained.


Client Specialists:
Solar Support serves as an escalation point for difficult customer or user interactions. They may need to dive deep into customer situations or propose customer solutions to provide excellent customer service
The

Client Specialists:
Solar Support will work closely with team managers to craft knowledgebase articles and/or client documentation so that other team members may perform the work in their absence
The

Client Specialists:

Solar Support may also be asked to partner with the marketing team to write articles or content about the best way to do specific pieces of work based on their experience.

Perform other duties as requested.

Qualifications:

Keen problem-solving skills, and the ability to think on your feet Strong active listening skills Ability to use and model positive language to help customers and clients know that they are being heard and that their problems will be solved Stamina in problem-solving, and the ability to maintain a positive attitude even on a tough day Computer skills, including familiarity using multiple browsers, tabs, window navigations and instant messaging tools.

Experience with CRM systems is a bonus Experience with Salesforce or a CRM is a must Fluency in oral and written English; second language is a plus Dedicated and dependable work ethic Quiet, distraction-free workspace in your home that includes a door that closes Direct connection from computer to router/modem via Ethernet cable (no satellite or wireless Internet (WiFi)) You must have a minimum download speed of 50 Mbps and a minimum upload speed of 5 Mbps from a reliable provider to run our platforms.

To ensure the security of client data, team members may NOT use satellite or public network connections. Depending on the team, VPN may not be allowed.

HigherRing is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, gender expression, sexual orientation, age, national origin, disability, marital status, or military status, in any of its activities or operations.

Further, we are looking for people who want to use their power for good, and we advocate as a business for pro-social/inclusive policies with elected officials and to bring awareness to our team.

We believe in a woman's right to choose, that everyone deserves to be able to easily vote, that guns should be regulated with at least the same laws applicable to car ownership (licensing and insurance), that we should be vaccinated and wear masks during a pandemic, that white supremacy is a past and growing problem, that humans are responsible for climate change and that it presents a clear and present danger to life on this earth.

If those concepts don't align with your worldview, we may not be the employer for you.
READY TO TAKE THE NEXT STEPS?
Visit our Careers page at HigherRing Careers to take the first steps

Please be sure to (1) fully answer all the application questions, (2) add your resume/CV, and (3) include a cover letter (We can't consider you without all three submissions).

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