Customer Support Representative
Title: Customer Support
Location: Broomfield, Colorado
Get Ready to Make Waves at Choice Digital
Revolutionize how clean energy is perceived and accessed with Choice Digital, the fintech game-changer that’s making transactions in the utility sector less of a hassle and more of a breeze. We’re talking a serious shift here, away from tedious, time-consuming procedures to an intuitive and dynamic system. And guess what? We’re looking for a Customer Support and Operations Specialist like you to help fuel this change!
The Heart of Choice Digital
Founded in 2021 by seasoned industry pros, Choice Digital is all about upgrading incentive payments for customers of electric and gas utilities. Our platform simplifies and accelerates the adoption of clean energy tech, transforming what used to be a nightmare of a process into smooth, meaningful interactions.
From providing businesses with a flexible, user-friendly interface to equipping them with solid tools to manage payments, we’re basically changing the game. And it’s working. We’re not just a growth company; we’re a flourishing one, with over 200 utilities on our platform already. This isn’t just a job – it’s a chance to be part of something big.
Why You’ll Love Being Part of the Choice Digital Family
At Choice Digital, it’s not just about clocking in and out. You’ll have a voice, a role that impacts the company, and a chance to be part of a team that values your ideas. With us, your professional growth isn’t an afterthought, it’s a priority. Plus, our flexible work environment means you can manage work and life seamlessly.
The Role You’ll Own
This will primarily be in office Monday through Friday but could have remote weekend requirements based on business needs.
As the Customer Support Representative, you will play a crucial role in ensuring that we are resolving customer and client inquiries within a timely manner and with excellent customer service. You will be the first point of contact for end customers, as well as our clients, related to issues that arise as well as actions that need to be taken for disbursements we have issued. This support will be primarily through email so strong written communication is required.
Key Responsibilities:
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Ticket Management: Manage and prioritize incoming customer support tickets through email, and on occasion over the phone, ensuring prompt resolution and adherence to service level agreements.
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Issue Resolution: Investigate and analyze customer issues presented in tickets, identifying root causes and providing accurate and effective solutions or workarounds.
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Timely Response: Respond to customer tickets promptly and professionally, acknowledging receipt, setting appropriate expectations, and providing regular updates on progress until the issue is resolved.
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Escalation Handling: Identify and escalate complex or high-priority tickets to appropriate teams or supervisors according to established escalation procedures.
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Product/Service Expertise: Develop a deep understanding of the company’s products or services to efficiently troubleshoot and resolve customer issues.
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Documentation: Document all interactions and steps taken in the ticketing system to maintain comprehensive records of customer issues, resolutions, and follow-up actions.
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Knowledge Base Contribution: Contribute to the development and maintenance of a comprehensive knowledge base, including troubleshooting guides and frequently asked questions (FAQs), to assist customers and improve first-contact resolution rates.
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Customer Satisfaction: Ensure customer satisfaction by providing courteous, empathetic, and personalized responses in line with the company’s customer service standards.
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Continuous Improvement: Proactively identify patterns or trends in customer tickets to suggest process improvements and contribute to the enhancement of the customer support experience.
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Multitasking and Time Management: Handle multiple tickets efficiently, prioritize urgent issues, and manage time effectively to meet ticket resolution targets.
The Skills You’ll Bring to the Table:
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A strong customer service orientation with a focus on delivering positive customer experiences and resolving issues in a timely manner
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Excellent organizational abilities to handle multiple tasks, prioritize work, and manage time effectively in a fast-paced office setting.
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Great problem-solving skills to analyze customer issues and provide appropriate solutions or escalate tickets when necessary
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Comfortable using computers and familiarity with common software applications. Basic technical knowledge to understand and troubleshoot customer inquiries related to products or services.
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Demonstrates accuracy and attention to detail when documenting ticket interactions and following processes.
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Ability to adapt to various customer personalities, inquiries, and challenging situations while maintaining composure.
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Willingness to collaborate with team members and other departments to ensure smooth ticket resolution and customer satisfaction.
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Upholds a professional demeanor in all interactions, adhering to company policies and maintaining confidentiality.
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Punctual and reliable, able to work flexible hours and shifts as required by the company.
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Excellent verbal and written communication skills
Perks of the Job
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A competitive salary of $50,000 to $60,000
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Annual bonus linked to company success and your personal performance
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Flexible PTO policy
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Excellent healthcare benefits
Does this sound like your kind of challenge? If you’re ready to make a real impact, we’d love to hear from you. Let’s transform the clean energy landscape together.