Client Services Specialist (Solar Concierge)
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POST DATE 8/31/2016
END DATE 11/3/2016
Salt Lake City, UT
JOB DESCRIPTIONSOLARCITY employees are driven by our mission to provide clean energy to families across the U.S. and inspired to truly save the planet one home or business at a time. Beyond a welcoming atmosphere, SolarCity employees also work together to create an extremely positive and inspiring culture that brings in top talent, keeps drive and motivation high, and makes everyone excited to come to work each day. Do you want to be part of the SolarCity team? Apply today and join the movement!
The Project Specialist will work as a member of the Customer Contact team, communicating with the appropriate parties to move jobs quickly through our pipeline. They do this by making contact with internal and external customers daily, ensuring projects move through the installation process in a timely manner. We seek to provide an excellent customer experience and keep our warehouses busy.
They are responsible to establish and maintain a positive and professional relationship with both external SolarCity customers and internal SolarCity customers (co-workers). This person will need to have honed skills in verbal communication, persuasion, organization, problem solving, and follow up.
Project Specialist are communication super stars they are vigilant with follow up and attention to detail, consistently applying sales know how and common sense to solve problems. Customer approval and resolution to outstanding issues is a daily achievement. They possess a natural ability to deal with large volumes of customers with speed and accuracy all while maintaining a great can-do-anything attitude.
As needed they will work closely with both SolarCity Sales and Operation teams to gain customer buy-in and keep jobs moving forward. It is vital that each Project Specialist must be able to effectively work independently towards achieving team and individual objectives and goals. To be successful in this position, outstanding proactive communication skills are required along with heavy phone or email correspondence and meeting of monthly quotas. This team runs multiple shifts with coverage from 5 AM to 1 AM, 7 days a week.
Call customers regularly according to established service level objectives (SLO)
Ability to address questions or concerns and/or source answers for customer regarding all required paperwork, changes or next steps
Work with the customer to review site plans and changes to the contract or design from the original sale, compared to the final engineering design
Persuade customers to return paperwork in a timely manner and resolve obstacles to ensure this happens
Understand the basics of a solar system, job flow and requirements to achieve permission to operate (PTO)
Manage daily functions using SolarCity s customized databases including inputting appropriate notes for all tasks, and progressing project status
Monitor multiple job statuses pre-installation and take action on jobs not meeting service targets
Manage and prioritize a high volume of internal and external inquires via email and phone
Identify common issues and develop suitable solutions to handle inquiries in a timely manner
Aptitude to recognize fragile customers or situations need to be escalated to management
Exceed customer expectations and work to provide the best customer experience that our customers has ever had
Develop and maintain a strong professional relationship with the Sales and Operations teams
Meet or exceed set individual and team quotas and goals
Excellent phone skills
Outstanding interpersonal skills
Ability to work on multiple tasks as the same time
Excellent written and verbal communication skills required
Must be a self-starter and an independent thinker
Acute awareness & ability to manage to deadlines
Highly organized and process oriented
Highly proficient with desktop applications such as Adobe Acrobat Professional, MS Office, and Internet Explorer including an ability to learn new IT systems
Professional, customer focused approach to completing assignments and representing company
Calm and positive manner, ability to handle escalated or angry customers
Flexible and adaptable, with the ability to adjust to different situations and process changes
Excellent customer service skills required
Ability to work well with others in a collaborative team environment
Regular, reliable and predictable attendance required
Must be able to successfully pass a pre-employment criminal background screen. Additional pre-employment driving and drug screens may be required based on job responsibilities
BENEFITS FOR FULL-TIME POSITIONS
Competitive compensation with many positions incentivized
Paid training with the nation s leader in solar power
Full benefits package including health, vision, and dental insurance
Attractive vacation, sick and holiday pay
401(k) savings plan for eligible positions
Employee referral program
Some positions eligible for equity
Career path opportunities for top performers
SolarCity is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.
SolarCity is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.