Position Summary
The Nautilus Solar Energy ("NSE") Customer Service Specialist will be responsible for initiating and receiving customer calls, emails, and chat communications regarding community solar subscriptions. The position will support communications regarding billing, collections, failed payments and other account matters. In addition, this position will support customer service ticket tracking and resolution, KPI metric reporting, analyzing customer feedback, and other important customer service items as assigned. As a Customer Service Specialist, this role is instrumental in creating a positive customer experience and supporting subscription retention plans. The position is full-time remote and reports to the Senior Associate, Community Solar Customer Experience.
Responsibilities:
- Make outbound calls to and take inbound calls from community solar residential and C&I subscribers.
- Focus on subscriber satisfaction and amicable resolutions to subscriber complaints.
- Monitor queue for welcome calls, incomplete enrollment calls, failed payment calls, live chat needs and payment plan set-up calls.
- Prepare reports analyzing metrics for outbound calls.
- Handle and close work tickets as assigned.
- Interact professionally and appropriately with disgruntled/dissatisfied callers.
- Assist with analyzing customer's feedback from calls, emails, and chats.
- Other duties as assigned.
RequirementsRequirements:
- Associates degree or on-the-job experience in customer service.
- Knowledge of and interest in customer experience best practices.
- Awareness of and interest in renewable energy preferred.
- Ability to work independently in a team-oriented and fast-paced entrepreneurial environment.
- Experience working in a remote environment.
- Preference for candidates in Chicago, IL and ability to work a hybrid-work schedule.
- Advanced level use of Excel, Word, PowerPoint
- Possess analytical, organizational, and problem-solving skills
- Project oriented with a goal to complete assignments on time.
- Strong interpersonal, communication, and organizational skills
- Unrestricted authorization to work in the U.S.
BenefitsCompensation: - Competitive Salary
- Annual Performance Bonus
- Benefits (Health, Vision, Dental, Basic Life Insurance, Short-Term Disability, and Long-Term Disability) are 100% covered by Nautilus
- 401(k) offered with employer match
