Customer Success Specialist

Job Description

POSITION SUMMARY

ETW Energy is seeking an experienced and innovative Customer Success Specialist with a successful record delivering consistent and predictable results by driving continual improvement in project planning, analysis, and driving exceptional customer service through .

The Customer Success Specialist is responsible for providing support and working with homeowners to achieve their clean energy goals. This includes all communication, internal and external coordination, operational analysis, project scheduling, reporting, and support to ensure projects move quickly and efficiently from customer signature to completion. They will be responsible for executing on a plan of action, and continually improving processes that index on the customer experience to drive high customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Be the primary point of contact for customers and be a strong advocate for the customer to reach project completion in a timely manner that exceeds expectations.
• Resolve escalated customer concerns quickly and regularly provide proactive updates to the customer via phone, email, and text on the current status of their clean energy project.
• Review and solicit customer satisfaction feedback at appropriate project milestones; e.g. install complete.
• Be proficient with using a CRM, and other tools as needed, to document all interactions with the customer.
• Schedule audits, installation, home upgrade, service, and inspection appointments in coordination with customers directly as needed.
• Communicate with the sales representative and leadership to ensure timely and accurate communication and expectations.
• Identify need for external partner SOW (e.g. re-roof or SOW outside of the capabilities of ETW), obtain quotes, add MLIs, and work with external partner and customer to schedule SOW in a timely fashion
• Submit and oversee submission of meter pulls, interconnection, permitting, commissioning requests, and other work with local utilities, HOAs, Subks, and AHJs
• Serve as a point of contact for communication between operations, external sales, and leadership.
• Identify recurring scheduling issues, design/SOW discrepancies, and areas for improvement to CSM and Director of Customer Success, Design, & Engineering
• Drive reductions in cycle times by maximizing schedule density, identifying, and providing solutions to pre-install roadblocks, and promptly dispatching return visits stemming from failed activations and install/SOW complications
• Conduct calls to potential customers to generate sales and build relationships and Identify and analyze market trends and customer needs to develop effective sales strategies
• Other duties and responsibilities as assigned to execute in other areas of the business; e.g. recruiting and ops support.

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

• 2-3 years of experience in operations functions with progressive advancement in roles, responsibilities and results.
• Successful track record of utilizing lean principles and problem solving methods to continuously improve quality, cycle time, and performance.
• Must have shown ability to drive stable, consistent and predictable results.
• Must be highly self-motivated with the ability to inspire others to go above and beyond the routine call of duty.
• Concise communications skills and ability to influence partners across all levels of the organization.
• Highly organized and detail-oriented with the ability to execute on multiple projects within defined timelines.
• A teammate with the ability to maintain focus and good humor whilst working in a fast paced environment with rapidly shifting requirements.

PHYSICAL DEMANDS

• Must be able to sit/stand for extended periods of time throughout the work day.

DISCLAIMER

This description indicates the general nature and level of the qualifications and duties required of employees in this job classification and it is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job.

ETW Energy, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

OTHER

Type of Position:

Full-time

Part-time

Contractor

Intern

Position Requires Driving:

Yes

No

Travel Estimate:

None

< 10%

10%-30%

30%-60%

60% +

Job Type: Full-time

Pay: $70,000.00 – $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Lehi, UT: Relocate before starting work (Required)

Work Location: In person