Customer Support Representative, Residential Energy

Position Description

Through engaging and informational interactions with our customers, the Customer Support Representative performs a pivotal role in ushering projects from order to installation and system activation. The primary function of this role is to be responsive to customer questions and concerns by leveraging superior people skills across multiple forms of communication to facilitate project progression. In providing resolution to customer concerns, Customer Support Representative work cross-functionally with other internal teams and will partner with Design Consultants to ensure a timely installation and incredible customer experience. The Customer Support Representative must be a subject matter expert in the entire suite of Tesla Energy products and fully understand the complete job life cycle as they proactively provide updates and set correct customer expectations. The ideal candidate brings high energy, a desire to learn and master new technologies and an optimistic approach to every customer interaction.

Responsibilities

• Clearly outline and set expectations with customers assigned post order to ensure a great customer experience. This can be through a welcome phone call and responding to high volume of customer communications leveraging multiple platforms including Phone, SMS, Email and Live Chat
• Utilize various forms of communications for pro active outreach to customers, updating them on project status, and requesting that they action customer items to progress their project.
• Partner with Design Consultants to ensure customers understand who they will be interacting with and when
• Manage customer pipelines of 100+ daily, being able to pivot in forms of communication and using various software, dashboards and reports to progress projects forward.
• Manage personal calendar and CRM software to ensure all follow-up commitments are met
• Address any potential problems on customer accounts by utilizing critical-thinking skills to drive timely resolutions while interacting with internal energy departments to ensure accurate and timely action.
• Utilize effective time management to assess daily workload and subsequently prioritize tasks, maximizing impact on required worklist

Requirements

• Experience in a fast-paced customer-facing role
• Maintain a high level of organization while managing a large pipeline of customer projects, considering future implications of immediate actions for acceleration of project completion
• Strong relationship management skills and the ability to explain complex technical concepts
• Ability to function autonomously, working independent of a support staff, in a fast-paced environment
• Proficiency in computers and CRM software including Microsoft Office Suite and Outlook
• Excellent problem-solving skills, approaching challenges or delays with optimism and creative ideas for resolution