Freedom Forever
Customer Support Specialist
Freedom Forever, Las Vegas, Nevada, us, 89105
Description
Position at Freedom Forever
Competitive Pay + Benefits
*In Office Position*
Join Freedom Forever, a leading solar residential company committed to powering a brighter and greener future. We are seeking a passionate and customer-centric individual to join our team as a Customer Support Specialist. Embrace the opportunity to make a positive impact while enjoying a supportive team environment, stunning office space, and incredible growth prospects.
POSITION SUMMARY:
As a Customer Support Specialist, your role is integral to maintaining the highest levels of customer satisfaction. Your primary responsibility is to thoroughly investigate and analyze customer issues, diving deep to identify root causes and proactively work towards effective solutions. You will leverage your strong problem-solving skills and in-depth knowledge of our company's products and services to resolve complex customer issues, ensuring each customer's satisfaction.
In this role, collaboration is key. You will work closely with various internal departments to gather the information and resources necessary to address escalated issues comprehensively. By developing in-depth expertise in our products and services, you will provide accurate and timely solutions to customer problems.
Furthermore, meticulous record-keeping is a cornerstone of your role. You will maintain detailed records of escalated cases, meticulously documenting all relevant information, correspondence, and the actions taken throughout the resolution process. Your work will directly contribute to the continuous improvement of our products and services, further solidifying our commitment to customer satisfaction.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
Maintaining a high level of professionalism while presenting the organization in the best light possibleResponsible for receiving inbound calls daily from customers in all regions to give most current updates on their projectsLog all correspondence in to the Company Customer Relations Management (CRM)Collaborate with various internal departments to gather information and resources necessary to address escalated issues comprehensivelyInvestigate and analyze customer issues, diving deeply into root causes, and ensure that we find a resolutionTake ownership of each call and understand the impact you have on the customer experienceFollowing up with customers to ensure we resolve concerns that could not be resolved during their first interactionCommunicating as a team to ensure a smooth workflow and teamwork is important in this roleDemonstrating self-sufficiency in task monitoring and day-to-day call handlingExperience using multiple tools simultaneously to provide customers with the most accurate resolutionThe ability to communicate effectively in written communication such as replying to customer emails and handling chat interactions while still having a heavy focus on customer resolution & experienceAssist other departments in confirming dates or appointments such as site audits, installation, and inspectionsMust stay up to date with company updates in processes, software, and policiesQUALIFICATION REQUIREMENTS:
Education & Certifications:
High School Graduate or GEDExperience:
3+ years of call center experience required1+ years of Solar experience preferred but not required1+ years' experience of handling customer escalationsA high level of de-escalation and negotiation skills preferredKnowledge, Skills & Abilities:
Excellent communication, customer service, attention to detail, and problem-solving skills, including the ability to maintain composure under stressEffective verbal, listening, and written communication skillsEffective organizational, stress, and time management skillsDemonstrates a sense of urgency and ability to meet deadlinesEffective de-escalation tactics to turn experiences aroundAbility to work well in a team environment, but also perform efficiently independentlyMust be highly organized and able to multitask on several projects at a timeStrong client-facing and teamwork skillsProven work experience in a similar roleFamiliarity with construction and processing is a plusSolid organizational skills, including multitasking, and time managementFamiliarity with risk management and quality assurance controlThe ability to have a high retention rate for new processes being implemented and rolled outSpecial Skills & Training:
Hands-on experience with CRM software and MS SuitesZendesk experience is a plusPHYSICAL DEMANDS AND ABILITIES
Regularly spend long hours sitting and using office equipment and computersRegularly spend long hours answering phone calls and emailsPunctuality for your scheduled shift while being adherent to all break, lunch, and meeting requestsRegularly move from sitting to standing positions effortlesslyRegularly spend long hours in intense concentration reviewing and entering information into aComputerRegularly use hands and fingers to handle, control or feel objectsRegularly see details of objects that are less than a few feet awayRegularly speak clearly so listeners can understand. Articulating yourself in a way that is clear and conciseFrequently work on projects that require deadlines and turnaround timesFrequently bend to file and maintain filesOccasionally lift 5-10 pounds
High Priority
Freedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.
Must be in office (Las Vegas)
Position at Freedom Forever
Competitive Pay + Benefits
*In Office Position*
Join Freedom Forever, a leading solar residential company committed to powering a brighter and greener future. We are seeking a passionate and customer-centric individual to join our team as a Customer Support Specialist. Embrace the opportunity to make a positive impact while enjoying a supportive team environment, stunning office space, and incredible growth prospects.
POSITION SUMMARY:
As a Customer Support Specialist, your role is integral to maintaining the highest levels of customer satisfaction. Your primary responsibility is to thoroughly investigate and analyze customer issues, diving deep to identify root causes and proactively work towards effective solutions. You will leverage your strong problem-solving skills and in-depth knowledge of our company's products and services to resolve complex customer issues, ensuring each customer's satisfaction.
In this role, collaboration is key. You will work closely with various internal departments to gather the information and resources necessary to address escalated issues comprehensively. By developing in-depth expertise in our products and services, you will provide accurate and timely solutions to customer problems.
Furthermore, meticulous record-keeping is a cornerstone of your role. You will maintain detailed records of escalated cases, meticulously documenting all relevant information, correspondence, and the actions taken throughout the resolution process. Your work will directly contribute to the continuous improvement of our products and services, further solidifying our commitment to customer satisfaction.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
Maintaining a high level of professionalism while presenting the organization in the best light possibleResponsible for receiving inbound calls daily from customers in all regions to give most current updates on their projectsLog all correspondence in to the Company Customer Relations Management (CRM)Collaborate with various internal departments to gather information and resources necessary to address escalated issues comprehensivelyInvestigate and analyze customer issues, diving deeply into root causes, and ensure that we find a resolutionTake ownership of each call and understand the impact you have on the customer experienceFollowing up with customers to ensure we resolve concerns that could not be resolved during their first interactionCommunicating as a team to ensure a smooth workflow and teamwork is important in this roleDemonstrating self-sufficiency in task monitoring and day-to-day call handlingExperience using multiple tools simultaneously to provide customers with the most accurate resolutionThe ability to communicate effectively in written communication such as replying to customer emails and handling chat interactions while still having a heavy focus on customer resolution & experienceAssist other departments in confirming dates or appointments such as site audits, installation, and inspectionsMust stay up to date with company updates in processes, software, and policiesQUALIFICATION REQUIREMENTS:
Education & Certifications:
High School Graduate or GEDExperience:
3+ years of call center experience required1+ years of Solar experience preferred but not required1+ years' experience of handling customer escalationsA high level of de-escalation and negotiation skills preferredKnowledge, Skills & Abilities:
Excellent communication, customer service, attention to detail, and problem-solving skills, including the ability to maintain composure under stressEffective verbal, listening, and written communication skillsEffective organizational, stress, and time management skillsDemonstrates a sense of urgency and ability to meet deadlinesEffective de-escalation tactics to turn experiences aroundAbility to work well in a team environment, but also perform efficiently independentlyMust be highly organized and able to multitask on several projects at a timeStrong client-facing and teamwork skillsProven work experience in a similar roleFamiliarity with construction and processing is a plusSolid organizational skills, including multitasking, and time managementFamiliarity with risk management and quality assurance controlThe ability to have a high retention rate for new processes being implemented and rolled outSpecial Skills & Training:
Hands-on experience with CRM software and MS SuitesZendesk experience is a plusPHYSICAL DEMANDS AND ABILITIES
Regularly spend long hours sitting and using office equipment and computersRegularly spend long hours answering phone calls and emailsPunctuality for your scheduled shift while being adherent to all break, lunch, and meeting requestsRegularly move from sitting to standing positions effortlesslyRegularly spend long hours in intense concentration reviewing and entering information into aComputerRegularly use hands and fingers to handle, control or feel objectsRegularly see details of objects that are less than a few feet awayRegularly speak clearly so listeners can understand. Articulating yourself in a way that is clear and conciseFrequently work on projects that require deadlines and turnaround timesFrequently bend to file and maintain filesOccasionally lift 5-10 pounds
High Priority
Freedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.
Must be in office (Las Vegas)