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Customer Account Representative – Sunrun

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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