Sunrun Customer Care Specialist in Sacramento, California
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.
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
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
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.
Quick Apply Mobile Apply
Send or Refer This Job
Oops! The Share function is not working properly at this moment. Please refresh the page and try again later.
Share on social media
Need help finding the right job?
We can recommend jobs specifically for you!
Requisition ID 2018-11715