Customer Support Representative

April 3

GlacierGrid

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Empowering businesses to refine their energy use for energy savings, operational efficiency, and sustainability.

51 - 200

Description

• Manage inbound phone calls, emails, and chats in a timely manner, with empathy, and attention to detail. • Become a product and solutions expert; quickly identify customer needs, clarify information, research issues, and provide solutions or alternatives. • Proactively call unengaged, non-paying customers to bring their hardware online or churn their account, and call sites directly to troubleshoot any identified account issues to ensure a seamless experience with our products and services. • Follow communication guidelines and SOPs when handling different customer inquiries and topics. • Build sustainable relationships with customers and go the extra mile to engage them and collect feedback. • Keep detailed records of all customer conversations and interactions in the company’s CRM, Hubspot. Ensure all Hubspot records you work with are updated according to our guidelines. • Assist with customer escalations and utilize provided de-escalation tactics to retain the account.

Requirements

• Degree in communications, or a related field. • Excellent written and verbal, with a keen eye for detail. • Strong preference for location in MST or PST • Can clearly articulate technical solutions and understand technical issues. • Strong analytical skills and the ability to interpret data and draw insights. • Experience in support and phone communication roles required. • Proficient with digital technology platforms. • Strong interpersonal skills with the aptitude to drive collaboration and solve complex customer issues. • Ability to translate complex technical concepts into easy-to-understand language. • Excellent organizational skills, with the ability to manage multiple projects simultaneously. • Self-motivated and able to prioritize tasks to meet deadlines. • Knowledge of AI technologies such as Chat GPT to augment the support team activities. • Hubspot knowledge is deeply preferred. • You are driven to work at companies that have a meaningful impact on stanching CO2e emissions.

Benefits

• Base: $50,000 -$60,000 • Equity: 0.05-0.10%