Job description

Freedom Solar Power is the tenth-largest solar installer in the U.S. Founded in Austin in 2007, we now serve Texas, Colorado, Florida, North Carolina, and Virginia! Our residential and commercial solar reputation is based on our dedication to quality and service. At Freedom Solar Power, our mission is to empower everyone to get clean, affordable, and reliable energy from the sun. We take great pride in living by these 6 core values every day:

• Pride in Quality Craftsmanship
• Go Above and Beyond
• Put People First
• Have a Humble Heart
• Give a Damn
• Shoot Straight

Freedom Solar Power is looking for a for a professional and detailed oriented Customer Escalations Representative (CER) to join our team. The CER will be responsible for ensuring customer satisfaction by quickly addressing customers queries and complaints regarding their solar installation and providing solutions. The CER must be able to stay calm when the customer is stressed and/or upset and deescalate the issue by providing solutions. You must maintain a positive, empathetic, cheerful, and professional interaction with customers.

Essential Functions and Duties:

• Answering customers queries and complaints in a timely and professional manner through various channels (phone and email)
• Coordinating and resolving escalations in real time
• Ensuring customer satisfaction by providing excellent customer support
• Performing welcome calls to new Freedom Solar Power customers in efforts of making the customer experience more memorable
• Completing logs of customers interactions and transactions as well as actions taken to resolve the problem.
• Understanding the Freedom Solar Power products and installation process to answer questions appropriately
• Assisting other departments with customer services requests and other duties as assigned

Qualifications:

• 1 to 2 years of high volume customer service experience required
• Must have excellent interpersonal skills (i.e. speaking on phone clearly)
• Must possess professionalism and a positive attitude
• Must have excellent verbal and written communication skills

Knowledge, Skills and Abilities:

• Ability to problem solve
• Detailed orientated and professional demeanor
• Strong organizational skills
• Ability to multi-task
• Excellent customer service skills
• Must have strong verbal and written communication skills
• Proficiency with Microsoft Office and Google Workspace

Favorable, but not Necessary Experience:

• Social Media Management
• Salesforce
• Hubspot
• Five9 dialer system

Freedom Solar Power recognizes that talented people are attracted to companies that provide competitive pay, upward mobility, and exciting fast-paced culture. For this reason, we offer a growing Benefit Plan that includes the following:

• W-2 Employment Status
• Weekly Pay Dates!
• Company Healthcare (including dental and vision)
• 401K w/ Employer Matching
• 3 Weeks PTO
• 8+ Paid Holidays
• Team Building!
• Upward mobility!

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Office

Ability to commute/relocate:

• Austin, TX 78744: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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