As a Customer Support Specialist I (CSSI), you will be responsiblefor providing daily phone support to Sunnova s Partners and customers and imputing data into Salesforce. The CSSI position is an individual production position and reports directly to a floor supervisor. The work day as a CSSI may be segmented into two duties: inbound phone production and outbound phone production. These segments will be assigned by the supervisor and may change daily based on the company needs. Specific daily goals, monthly goals and working shifts are subject to change at any time based solely on company needs.
Responsibilities
Provide industry-leading customer service on every interaction by building relationships, delivering friendly service, providing solutions and educating customers and partners
Be a subject matter expect on all products and contracts, including key terms and provisions of customer agreements, services, warranty terms and customer-facing processes
Answer incoming calls, respond to customer s emails, create and process cases
Complete validation calls and underwriting approvals for new agreements
Create, maintain and update customer accounts
Correctly identify reason for customer calls and emails
Troubleshoot and resolve customer issues including first level review of system performance
Provide accurate and complete responses to customer inquiries, satisfying all questions and requests with first call/contact resolution
Document every customer interaction
Maintain a high level of quality, customer satisfaction and first call/contact resolution
Perform any other duties as assigned.
Requirements
Customer service skills (1-3 years of front line support)
Bi-lingual (English and Spanish) preferred
Ability to work at a computer and talk on the phone for 6-8 hours per day
Strong written and verbal communication skills
Detail oriented with the ability to multi-task
Strong problem solving skills
Ability to work asa team member and interact withother departments
PC skills; Microsoft Office - Excel, Word,& Outlook required
Flexible schedule, willingness to work every Saturday and/or evening shifts