As a Customer Support Specialist I (CSSI), you will be responsible for providing daily phone support to Sunnova’s Partners and customers and imputing data into Sales force. 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 ass team member and interact with other departments


• Sales force experience is preferred


• PC skills; Microsoft Office - Excel, Word,& Outlook required


• Flexible schedule, willingness to work every Saturday and/or evening shifts

Benefits



·Competitive salary and bonus plan



·3 weeks of paid time off (PTO) plus holidays



·Paid parking