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Customer Relationship Advisor

Location:

MD, Columbia

Job type:

Permanent

Job Description

We’re Direct Energy (DE) Solar—the leading residential solar specialist in the country; a believer of change, technology, and goodwill; an enthusiast for renewable energy and a greener planet. 

 
DE Solar was built to enhance sustainability, reduce the carbon footprint, and lower the reliance on fossil fuels. Within six years we’ve grown to 350 employees and completed more than 3,000 installations across 12 states. 
 

Requirements

  • Excellent oral communication, interpersonal and customer service skills.
  • Excellent writing skills using diplomacy and discretion.
  • Ability to work independently in a fast paced environment and stay cool under pressure.
  • Strong organizational and time management skills.
  • High level of computer literacy with command of office software including Outlook, Excel, Word, and familiarity with using database applications.  Experience with Salesforce.com a plus.

Responsibilities

  • Provide exceptional customer after care support and case management post-Operations hand-off, and throughout installation projects when necessary.
  • Actively maintain long-term, customer relationships through post-installation welcome calls and scheduled proactive outbound communications as assigned.
  • Encourage customer referral generation by maintaining customer confidence in all interactions and proactive communications.
  • Monitor all inbound phone lines and email accounts as assigned.  Respond to all inquiries and refer or elevate opportunities and issues to the appropriate areas as needed.
  • Respond promptly and professionally to phone and email inquiries.
  • Resolve complex customer issues and follow up with appropriate internal and external resources as needed to drive to resolution.
  • Maintain complete records of all customer touches and report on activities of self or group as directed.
  • Participate in special projects and group activities as assigned including outbound communication initiatives and project performance tracking.
  • Assist with coordination of customer participation in customer satisfaction surveys, case studies, online referral programs, reference requests and public relations activities.
  • Develop and maintain a detailed, technical knowledge of residential solar products, financing products, SREC offers, solar system installation, and system monitoring.
  • All other duties as assigned

The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability