Web Customer Support Specialist jobs in Essex, VT

Description

OUR PURPOSE

SunCommon believes business should create positive change and help solve the world’s biggest problems. Our mission is to accelerate the transition to solar power in our communities because ensuring a habitable planet is the most important work of our lifetimes.

ABOUT THE BUSINESS

SunCommon is a market leading renewable energy company operating in Vermont and New York’s Hudson Valley and Capital District. SunCommon is a subsidiary of iSun, Inc. (NASDAQ: ISUN), a leading solar energy and clean mobility infrastructure company with 50-years of construction experience in solar, electrical and data services. We use an innovative approach to marketing, via high-touch, personal interactions with home and business owners who want clean electricity and more energy security. We’ve done all the legwork to put together a total package that’s easy for the customer. We picked the best equipment manufacturers, arranged attractive financing that saves our customers real money and hired up the finest installers. There’s over 8,000 happy SunCommon residential and commercial customers so far - and lots more to come. Organized as a Benefit Corporation and certified as a BCorp, we’re committed to the triple bottom line of People, Planet and Profit. Our goal is to become the largest publicly traded, BCorp in the country producing renewable energy. 

ABOUT THIS POSITION

With over 6,500 Suncommon solar systems installed and more than 1,000 CSA membership (and growing!) Questions are bound to come up. When they do, our Customer Support Specialists are here for our customers to answer technical and billing questions, resolve system errors, and to provide solutions to any other inquiries that come their way. Our Customer Support Specialists are committed to delivering the SunCommon Customer Experience: ensure easy, efficient, joyful engagement; provide above and beyond service; and help each customer recognize the value of being part of something bigger through their relationships with SunCommon.

   This intensive customer-focused function is equal parts relationship building and problem-solving with consistent and compassionate communication via phone and email to ensure each customer is getting the most out of their solar system. Technical knowledge of solar, an understanding of net-metering rules and utility specifics, and the ability to convey this information to customers in a relatable way are the foundation of the Customer Support Specialists work.

ESSENTIAL JOB FUNCTIONS

The Customer Support Specialist will:

• Deliver exceptional customer service by creating joyful customer engagement, responding promptly to inquiries, solving technical problems through remote service questions. 
• Serve as the first point of contact for customers seeking information or assistance about their SunCommon product(s).
• Efficiently manage a queue of technical and non-technical cases, including remote maintenance and scheduling on-site service visits.
• Understand each customer’s relationship with their solar products in order to effectively communicate, tailor responses, and convey the value of being “part of something bigger”. Whenever possible, connect customer’s goals to SunCommon initiatives, products, referral programs, ect.
• Tenaciously approach problem-solving with a drive to uncover the root of the issue and determine the best solution.
• Troubleshoot monitoring inquiries by identifying the appropriate equipment and potential problems.
• Perform production analysis and review the results with customers.
• Walk customers through equipment re-sets.
• Initiate Return Merchandise Authorizations (RMAs) as necessary. 
• Serve as a resource for customers inquiring about federal Income Tax Credit (ITC), selling/buying a home with SunCommon products installed, solar performance in varying solar performance in varying weather conditions, and more.
• Help Community Solar Array customers (CSA) navigate membership changes.
• Keep current with changing solar technologies and related equipment used by SunCommon.
• Ensure accurate, thorough and timely documentation in Salesforce and other systems. 
• Contribute to the achievement of team goals.

Requirements

JOB QUALIFICATIONS

The ideal candidate for this position will have:

• Top-notch customer service skills. A passion for delivering a joyful customer experience, including the ability to identify and use the most effective communication tool for the situation.
• A strong commitment to SunCommon’s purpose and vision.
• Tenacity. The candidate must gain great satisfaction from a job well done and 100% complete.
• Accountability. Takes ownership of actions and is driven to achieve goals. 
• Adaptability. Thrives in an ever-changing environment, and meets tight deadlines. Able to effectively juggle multiple priorities at once. 
• A Solutions-Oriented Mindset. Able to quickly identify effective, efficient resolutions to challenges. Asks “how could we” and proposes paths forward. 
• Team Player. Demonstrated experience as a strong team member with superior oral and written communication skills, and solid relationship building skills. Gives and receives feedback graciously.
• Solar Smarts. Have knowledge of (or be able to quickly learn) solar equipment, CSA memberships, net metering programs, and utility-specific information.
• Computer Proficiency, Comfort with Microsoft Office suite, Google, Salesforce, and data management. Maintain accurate and timely records in Salesforce, Google Calendars, and other systems.
• Remote customer service experience strongly preferred.

COMPENSATION & BENEFITS

SunCommon provides our employees a competitive salary and strong package of benefits, including:

• For the employee and their family, fully paid medical premiums as well as a significant contribution toward medical deductible expenses.
• For the employee and family - fully paid dental premiums.
• 3 weeks paid personal leave (combined vacation and sick) for year 1; 4 weeks for year 2 and beyond.
• 10 paid holidays annually
• 401k company match 1:1 up to 3% of salary that the employee sets aside, then a 1:2 match for 4 or 5%
• Student Loan Paydown Program
• Employee Assistance Program (EAP)

SUNCOMMON VALUES

Achieving our mission is critical work, and how we do that work matters. One way SunCommon creates positive change is internally, by instituting and measuring ourselves against practices that do right by our employees, customers, and communities. The following core values are critical to our operations and our success: Embody Excellence, Maintain Humanity, Prioritize Inclusivity, Cultivate Joy.

We do it by celebrating creativity, cross-function collaboration, high energy, hard work, good play, deep networking and with the acknowledgement that we’ll each make mistakes and learn from them. We know success. We know fun. Come do both with us.

As a certified BCorps, we take seriously our responsibility to succeed and to honor our triple bottom line commitments to People (our employees and their families, our Customers and residents of the communities where we do business), Planet (our beloved environment and the broader globe, given climate change) and Profit (providing capital to grow, revenue to share among our employees, and a reasonable return to our investors). This is important work, and we have fun doing it. Innovation is fun stuff.

SunCommon of course is an equal opportunity employer and we don’t tolerate harassment or other discrimination based upon sex, sexual orientation, gender identity, marital status, caregiver status, pregnancy, military or veteran status, race, color, religion, national origin, place of birth, ancestry, age, physical or mental disability, genetic information or any other legally protected status.