Sunrun Customer Care Specialist in Sacramento, California

Overview

The Customer Care Specialist works to build strong relationships with customers and helps to ensure orders are processed accurately and quickly through the order fulfillment process.The Customer Care Specialist should be passionate about helping customers and be thorough in customer follow-up and attention to detail to ensure the customer’s order expectations are met or exceeded.This person should have honed skills in verbal communication, organization, problem solving, critical thinking and interpersonal skills. The Customer Care Specialist will have a key role in the implementation of best practices and must adhere to established processes in order to ensure business compliance and operational efficiencies.

Responsibilities

  • Responsible for building strong relationships with the customers in their territory and having ownership and accountability for delivering an outstanding customer service experience

  • Ensure that all sales orders received are processed accurately and timely and that all customer requirements are communicated properly to ensure a successful order fulfillment process

  • Work closely with the Sales and Customer Service team to help improve the territory NPS score and drive an outstanding customer experience

  • Review sales orders and confirm that products are reserved and shipment status is accurately updated

  • Monitor multiple order statuses and take action on orders not progressing through the order fulfillment cycle and be able to follow them through to completion with a strong sense of urgency for the customer

  • Serve as the customer’s main point of contact for addressing order, shipment and invoicing discrepancies as well as freight and warranty claims

  • Work with the Supply Chain team on product availability issues and manage product allocations and reservations

  • Responsible for managing product returns, replacement orders, customer credits and bills

  • Help introduce new customers to the team by sending welcome letters as well as providing any other order information to customers like account statements, invoices and credit memos

  • Work closely with the Warehouse team via Salesforce to follow up on orders and address any questions

  • Monitor will call sales orders, send pick slips & work with Sales team/customers if orders are not picked up timely

  • Help coach customers on the benefits of using AEEExpress.com and answer any questions on how to use the site

  • Use Salesforce for all customer contact information and work proactively with customers to ensure all data is correct

  • Log all customer issues and questions via Salesforce and follow up through case closure

  • Develop and maintain a strong, professional relationships with Sales team and help address any order fulfillment questions or concerns

  • Answer Customer Service line phone calls and meet phone queue metrics

  • Ensure all customer telephone, email, and web-based contacts are handled timely, professionally and ultimately that customer needs are met

  • Submit IT tickets for resolution of system errors that are impacting the order fulfillment cycle

  • Meet or exceed individual and team goals

Qualifications

  • Minimum of 4 years of customer operations work experience

  • Excellent written and verbal communication skills required

  • Excellent phone skills

  • Must be a self-starter and an independent thinker

  • Acute awareness and ability to manage deadline

  • Highly organized and process oriented

  • Highly proficient with applications such as MS Office, G Suite, Chrome, Internet Explorer including an ability to learn new IT systems

  • Professional, customer focused approach to completing assignments and representing company

  • Calm and positive manner, ability to handle escalated or upset customers

  • Flexible and adaptable, with the ability to adjust to different situations and process changes

  • Outstanding interpersonal skills

  • Ability to work on multiple tasks at the same time

  • Ability to work in a fast paced environment

DISCLAIMER

This description indicates the general nature and level of the qualifications and duties required of employees in this job classification, as well as the essential functions a person must be able to perform to do this job. It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job.

Sunrun Inc. and its subsidiaries are equal opportunity employers and make employment decisions on the basis of merit and business need. We hire without consideration to race, color, religion, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law.

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Category Sales

Requisition ID 2018-11715