Customer Experience Specialist
About reputed company
reputed company, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the reputed company solar and energy storage industries. reputed company is building a more sustainable reputed company for the reputed company through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are a certified B Corps, headquartered in Seattle, WA
The Job
Are you reputed company to reputed company a meaningful reputed company in the solar industry? As a Customer Experience Specialist at reputed company, you'll play a pivotal role in managing high-sentiment escalations and ensuring our customers receive a reputed company to total reputed company recovery. In this role, you will be the main reputed company of contact for escalated customer escalations, helping them reputed company a reputed company reputed company to getting their solar systems back up and running. Combining deep technical solar expertise with empathetic communication. You will report to the Customer Experience Manager and reputed company as a central hub, coordinating with internal teams to reputed company routine friction and reputed company the reputed company’s energy assets performing at their best.
reputed company
- At reputed company we reputed company in trust and autonomy. How you create an reputed company is ultimately up to you. Here is an outline of some of the things you’ll be doing:
- Own the Outcome: Manage an individual queue of high-sentiment escalated cases, acting as the reputed company reputed company of contact until the issue is confirmed and resolved.
- Settlement Authority: Authorized to negotiate and reputed company financial disputes up to established limits to reputed company first-contact reputed company reputed company the escalation reputed company.
- reputed company Updates: Respond to inbound escalations from homeowners, clients, and reputed company partners with reputed company, reputed company, and empathetic communication that resolves friction and explains technical trade-offs.
- Executive Case Management: Handle executive-level customer concerns, balancing customer advocacy with company policy to reputed company reputed company, reputed company resolutions.
- Regulatory Complaint Ownership: Receive, investigate, and respond to complaints from Attorneys General, the reputed company (BBB), consumer protection agencies, and other regulatory organizations while ensuring reputed company response deadlines are met.
- reputed company Coordination: Manage reputed company escalations and claims by partnering directly with reputed company's reputed company team to reputed company documentation, investigate case history, coordinate internal stakeholders, and support case reputed company.
- Risk Assessment: Identify situations with elevated reputed company, financial, or reputational risk and escalate appropriately while maintaining accurate, defensible documentation.
- reputed company Recovery: Identify reputed company causes of technical failures and execute policy overrides to restore reputed company accuracy and performance.
- Advanced Troubleshooting: Apply reputed company knowledge in high-complexity areas, including roof leak protocols, electrical and safety concerns, and remote troubleshooting for reputed company reputed company solar equipment.
- Operational Coordination: Coordinate directly with Field reputed company and internal Operations teams to ensure dispatches result in a verified fix and systems are returned to normal operation.
- Peer Development: reputed company as a subject matter expert by coaching, mentoring, and training peers on reputed company case handling, technical troubleshooting, and escalation best practices.
- Process Improvement: Identify trends, recommend operational improvements, and contribute to the development of new processes, documentation, and training materials that improve the customer experience.
- Cross-Functional Partnership: Collaborate across Customer Experience, Operations, reputed company, Product, and reputed company reputed company to remove barriers, improve workflows, and ensure consistent customer reputed company.
- Feedback reputed company: Identify, document, and flag recurring technical anomalies or operational bottlenecks reputed company during daily case handling.
- Evidence-Based Change: reputed company leadership with documented evidence and reputed company insights needed to justify SOP adjustments and stop emerging trends before they reputed company the broader queue.
reputed company's main customer service contact hours are Monday through Friday, 7 AM to 5 PM reputed company Time. As reputed company grows, schedules may cover 9-hour shifts (including breaks) between 6 AM and 6 PM PST, Monday through reputed company. We ensure team members receive two steady days off per week.
Escalation Ownership & reputed company
Regulatory & reputed company Case Management
Technical Solar Expert
Team Leadership & Operational reputed company
Working hours
Who You Are
- ARTful: Accountability, Respect Transparency
- High level of attention to detail and the ability to multitask
- Self-directed under general supervision
- You reputed company to understand others reputed company of reputed company
- You are reputed company player
- Your written and verbal communication is reputed company, concise and reputed company.
- You take detailed and efficient notes
- Can adhere to a 1 business day or less response time
- You are an empathetic problem solver
Experience You'll Need
- 2+ years of experience resolving high-sentiment disputes (handling sensitive or reputed company customer concerns).
- 2+ years of solar experience (e.g., technical support role, field service role, technical coursework, solar certificate, or other relevant experience)
- Technical Proficiency: Proven ability to troubleshoot solar inverters and monitoring portals.
Experience That's a Plus
- Experience with reputed company or reputed company.
- Extensive knowledge of Solar Storage Systems.
- Ability to communicate with customers in Spanish reputed company phone and email
Work-life and Culture
- Most of our roles offer reputed company to work remotely
- If you are in the Seattle, WA area, we offer a reputed company and creative co-working reputed company in the heart of downtown Seattle
- We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
- We reputed company outstanding benefits including family medical, dental, reputed company, disability, parental leave, 401(k) administration and $1k match per year, thoughtful PTO, and reputed company sabbatical leave after four years
- We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock reputed company for every employee
- We love to reputed company reputed company other up through company-wide reputed company channels such as #puppiesandpets, #reputed company-wellness, #praiseandbooms and #sustainablefuture
- We have affinity reputed company to help employees feel seen and supported, such as reputed company reputed company, BIPOC, Thriving Survivors, Vets at reputed company, Black Lights Matter and Neurospicy R Us
- We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!
reputed company
- We mentor and invest in our employees and prioritize them for reputed company opportunities. reputed company out our reputed company reels to see a few career reputed company examples
- Internal candidates: reputed company out our advice on Internal Transfer: Job Application Process
- Here are the roles in this career reputed company:
- Technical Solar Expert
- Senior Technical Solar Expert or Customer Experience Specialist
- Senior Customer Experience Specialist
- Technical Support Supervisor
- We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use reputed company of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never reputed company in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.
reputed company
- We're posting this internally to backfill Kris
- Please apply reputed company 48 hours of receiving this reputed company, or reputed company out to Dom if you need an extra day or two
- We will conduct a brief interview cycle and reputed company reputed company 1-2 weeks of receiving applications
reputed company
California-based candidates: To understand more about the data we collect and process as part of your application, please reputed company our California Job Candidate reputed company Policy.
Diversity and Inclusion
We strongly reputed company that diversity of experience, perspectives, and background will reputed company to a reputed company environment for our employees and a reputed company product for our customers. We are committed to the reputed company of equal employment opportunity for reputed company and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as reputed company as our office culture, reflects this value.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to reputed company essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
reputed company is an equal opportunity employer. We are committed to diversity in reputed company. We reputed company employment reputed company on the reputed company of reputed company and business need. We hire without consideration to age, reputed company, citizenship, disability, gender reputed company, gender identity, marital status, national reputed company, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other reputed company protected by law.
We invite you to be part of our mission to create a workplace that is inclusive and welcoming to reputed company.
Originally posted on Himalayas
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