Customer Account Representative - Sunrun
Montpelier, VT
About the Job
Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.
OVERVIEW
The Customer Service Order Specialist provides professional, quality, and "best in class" service for existing and prospective customers and the Sales team by using a consultative approach. The Customer Service Order Specialist is passionate about helping customers, maintains thorough follow-up, and has attention to detail to ensure the customer expectations are exceeded. This position involves activities including but not limited to inbound and outbound phone calls, email, live chat, and data entry. This role is responsible for facilitating, analyzing, and resolving customer issues, providing product support, and following up to resolve concerns in an accurate and timely manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES
+ Responds to customer and sales requests via phone, email and live chat
+ Troubleshoots issues or concerns by providing solutions and/or recommendations with a sense of urgency
+ Serves as the point of contact for addressing pre and post order, shipment and invoicing needs; including, freight and warranty claims, product returns, replacement orders, customer credits, and bills
+ Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks with minimal direction from management
+ Meets team and customer performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment
+ Manage E2E customer experience and maintain account documentation
+ Build and provide B2B quotes with accurate delivery times to customers as requested
+ Monitor multiple order statuses and take action on orders not progressing through the order fulfillment cycle and be able to follow them through to fulfillment
+ Work closely with the Warehouse team, Territory Sales Managers, Credit, and Supply Chain to follow up on orders and address any questions
+ Continuously drive customer base to utilize the ecommerce navigation
+ Maintain high level product portfolio knowledge
+ Recommend improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature
+ Complete ad hoc projects as needed
REQUIREMENTS
+ Bachelor’s Degree in business or related field or Minimum of 1 year of customer service work experience
+ Excellent interpersonal, verbal, and written communication skills
+ Ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion
+ Be flexible and able to prioritize and complete a variety of simultaneous tasks with a high level of organization and attention to detail
+ Ability and willingness to learn and adapt quickly to rapidly evolving business processes
+ Experience with Salesforce.com, Oracle ERP and Google Suite a plus
+ Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi-task effectively and execute tasks with minimum supervision.
PHYSICAL DEMANDS
+ Ability to perform normal office duties
+ Ability to operate office equipment including computers and determine accuracy of work
+ Ability to interact and participate in meetings
Recruiter:
Laura Morgan (laura.morgan@sunrun.com)
_Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed._ _Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower._ _Please speak with your recruiter to learn more._
_Starting salary/wage for this opportunity:_
$17.50 to $23.34
Sunrun provides a variety of benefits to employees, including health insurance coverage, a wellbeing program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). Other rewards may include annual bonus eligibility, based on both company and individual performance, as well as short- and long-term incentives and program-specific awards. Compensation decisions will not be based on a candidate's salary history. _Please note: Employee benefits do not apply to our Fusion and Street Sales roles, which are 100% commission-based, (1099-NEC) positions._
This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com .
Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.
Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.
OVERVIEW
The Customer Service Order Specialist provides professional, quality, and "best in class" service for existing and prospective customers and the Sales team by using a consultative approach. The Customer Service Order Specialist is passionate about helping customers, maintains thorough follow-up, and has attention to detail to ensure the customer expectations are exceeded. This position involves activities including but not limited to inbound and outbound phone calls, email, live chat, and data entry. This role is responsible for facilitating, analyzing, and resolving customer issues, providing product support, and following up to resolve concerns in an accurate and timely manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES
+ Responds to customer and sales requests via phone, email and live chat
+ Troubleshoots issues or concerns by providing solutions and/or recommendations with a sense of urgency
+ Serves as the point of contact for addressing pre and post order, shipment and invoicing needs; including, freight and warranty claims, product returns, replacement orders, customer credits, and bills
+ Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks with minimal direction from management
+ Meets team and customer performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment
+ Manage E2E customer experience and maintain account documentation
+ Build and provide B2B quotes with accurate delivery times to customers as requested
+ Monitor multiple order statuses and take action on orders not progressing through the order fulfillment cycle and be able to follow them through to fulfillment
+ Work closely with the Warehouse team, Territory Sales Managers, Credit, and Supply Chain to follow up on orders and address any questions
+ Continuously drive customer base to utilize the ecommerce navigation
+ Maintain high level product portfolio knowledge
+ Recommend improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature
+ Complete ad hoc projects as needed
REQUIREMENTS
+ Bachelor’s Degree in business or related field or Minimum of 1 year of customer service work experience
+ Excellent interpersonal, verbal, and written communication skills
+ Ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion
+ Be flexible and able to prioritize and complete a variety of simultaneous tasks with a high level of organization and attention to detail
+ Ability and willingness to learn and adapt quickly to rapidly evolving business processes
+ Experience with Salesforce.com, Oracle ERP and Google Suite a plus
+ Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi-task effectively and execute tasks with minimum supervision.
PHYSICAL DEMANDS
+ Ability to perform normal office duties
+ Ability to operate office equipment including computers and determine accuracy of work
+ Ability to interact and participate in meetings
Recruiter:
Laura Morgan (laura.morgan@sunrun.com)
_Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed._ _Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower._ _Please speak with your recruiter to learn more._
_Starting salary/wage for this opportunity:_
$17.50 to $23.34
Sunrun provides a variety of benefits to employees, including health insurance coverage, a wellbeing program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). Other rewards may include annual bonus eligibility, based on both company and individual performance, as well as short- and long-term incentives and program-specific awards. Compensation decisions will not be based on a candidate's salary history. _Please note: Employee benefits do not apply to our Fusion and Street Sales roles, which are 100% commission-based, (1099-NEC) positions._
This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com .
Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.
Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.
Source : Sunrun