What are the responsibilities and job description for the Customer Service Specialist position at Semper Solaris Construction, Inc.?
Semper Solaris is the fastest growing leader in the Residential Solar Installation industry. We offer Solar, Battery, Roofing and HVAC installation and service! Semper Solaris now has offices through out California. Our commitment to excellence has earned us an industry-wide reputation for being one of the top residential construction remodeling companies in California.
The Customer Service Specialist is a vital part of the Customer Service team, ensuring an effortless experience for our customers by being the main point of contact during the project life cycle. This person will perform a wide variety of administrative and communication duties including but not limited to coordinating with customers and colleagues to drive project completion in a timely manner, while producing a 5-Star experience for every customer.
A Customer Service Specialist is required to perform job duties inclusive of but not limited to the following:
- Maintain customer communication through Salesforce ticketing system
- Navigate ticketing system and record accurate notes
- Proactively communicate to customers to provide project status updates (scheduling updates, project timelines, scope changes, etc.)
- Problem solve to push jobs forward in a timely manner
- Generate goodwill for the company in the form of 5-star reviews and referrals
- Manage pipeline of customers in a variety of work queues (pre-site, overlay and NEM)
- Answer incoming calls and field questions from customers
- Advocate for the customer and engage with the appropriate staff to ensure project is meeting SLAs and timelines
- Advocate for the company and use knowledge and sincerity to overcome customer frustrations around construction challenges
- Utilize conflict management skills and escalate issues as needed
- Display an approachable confidence while talking to customers and assisting them throughout their project
- Perform general office administration work and other tasks as assigned by manager
- Assist customers with inquiries at the office, in-person
Supervisory Responsibilities
- This position has no direct supervisory responsibilities.
Pay Rate: $22-$24/hr. DOE
Required Skills / Abilities
- Ability to work with minimal supervision.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management and follow-up skills required
- Must demonstrate a high sense of urgency
- Intermediate skills in Microsoft Office – Word and Outlook
- Ability to work in a fast-moving environment maintaining a positive attitude in stressful situations
- Solution-minded, always looking for ways to improve efficiency, communication, and the customer experience
- High school diploma or general education degree (GED)
- A minimum of 2 years of customer service experience
- Experience with Salesforce or other CRMs
- Experience working in the construction industry
- Ability to sit/stand and look at a computer monitor for extended period.
Physical Requirements
- Ability to use the computer, mouse, and type regularly
- Ability to sit and look at a computer monitor for extended periods
This employer is an Equal Opportunity/Affirmative Action and E-Verify employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Salary : $22 - $24
