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The specialist will serve as the primary point of contact for customers, managing inquiries via phone, email, chat, and SMS. They will also coordinate with internal departments like field operations and engineering to resolve service issues and maintain accurate records in the CRM.
Customer Service Specialist
Location: Remote
Job Type: Full Time
Operations of the Client Experience Team
Reports To: Supervisor, Customer Care
We are searching for a disciplined, solution-oriented, and empathic Customer Support Service Specialist to join our team (remote). You are the first point of contact with the consumer and you give them their post purchase experience. • Answer client enquiries regarding system performance, payment and time frame of installation. Partner with internal Field & Operations to ensure a positive client experience. We are searching for a superb communicator comfortable working remotely in a fast-paced setting who can turn difficult service challenges into simple, joyful experiences.
Primary responsibilities
Client Communication Answer customer enquiries using our CRM/ticketing system (Salesforce, Zendesk, HubSpot, etc.) via phone, email, live chat and SMS promptly and efficiently.
Account & Project Support: Support homeowners with enquiries regarding installation dates, permitting/inspection status, system monitoring, billing, and warranty coverage.
The Trouble Shooting Guide allows users to select to trouble shoot and to find minor system monitoring warnings or account issues.
Cross Department Coordination: Collaborate with scheduling, field workers, engineering and billing to escalate and resolve major service issues in a timely manner.
Documentation: Document all client communications, status of issues and resolutions in the crm. Maintain accurate and up-to-date records.
Qualifications/Requirements
Experience in start-ups, IT companies, innovative projects or professional services;
Experience supporting remote customers.
Experience with CRM and Ticketing Systems.
Fluency in English is a must. Other languages are a plus.
Home office environment.
Opportunity to work in a creative, international environment
Work with startups, organisations, entrepreneurs and IT specialists.
Training and professional growth
Energetic and team-oriented working environment.
New work and opportunity around customer’s experience.
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