Customer Advocate

Customer Advocate _ ADT Solar

ADT Solar is currently searching for a Customer Advocate who will oversee a portfolio of assigned customer projects to create long-term relationships with our customers. The Customer Advocate ensures each department meets the needs of their customers, communicates timely and meaningful updates, and maintains a positive relationship between both parties with a focus on improving the customer experience. They handle customer complaints, finds solutions to their issues, and work independently with minimum supervision.

Duties and Responsibilities:

• Serve as the liaison and customer advocate with a focus on improving the customer experience
• Maintain accurate customer records, provide regular updates, respond to inquiries, and address any client concerns in a timely manner
• Monitor and manage customer project performance including verifying the accuracy andcompletion of all contract and financial submissions, permit and utility status, and scheduling support.
• Collaborate with internal departments to ensure they fulfill all customer requests including field operations, design, sales, utility, HOAs, and the customer to verify the Scope of Work and ensure it isincluded in the contract documents.
• Ensure customer satisfaction and retention by understanding what customers want and how to meet theirneeds.
• Make decisions about how to manage customer concerns or requests and resolve customer complaints. This includes working with ADT Solar's approved lenders to help customers obtain financial approval.
• Track customer feedback and prevent additional issues by recommending process and product improvements

Education/Certification:

• Undergraduate degree preferred; Degree fields: business, communications, marketing, public relations or related discipline

Experience:

• 1-3 years account management or client-focused solutions experience
• 1-2 years of solar industry experience a plus
• Experience using customer relationship management (CRM) software

Skills:

• Customer-centric focus, highly responsive, with a demonstrated ability to anticipate, set and manage expectations; must have a strong results orientation
• Ability to prioritize among competing tasks while staying focused on quality, deadlines, and business results
• Strong organizational skills and attention to detail
• Excellent listening, negotiating, and interpersonal skills
• Ability to explain complex ideas in an easy-to-understand way
• Critical thinking and critical thinking skills