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Client Services Specialist (Solar Concierge)

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POST DATE 8/31/2016
END DATE 11/3/2016

SolarCity Salt Lake City, UT

Company
SolarCity
Job Classification
Full Time
Company Ref #
R-18817
AJE Ref #
576031032
Location
Salt Lake City, UT
Experience
Entry Level (0 - 2 years)
Job Type
Regular

JOB DESCRIPTION

APPLY
SOLARCITY 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!





JOB DESCRIPTION

OVERVIEW

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.

RESPONSIBILITIES

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

QUALIFICATIONS

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.