Customer Service Representative

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Job Title: Customer Service Representative

About the Company:

Our client provides solar energy systems and is looking for a customer service representative to join their team.

Job Description:

The Customer Service Representative is responsible for providing an exceptional service experience to the customer before, during, and after the sales and installation process of a solar energy system. This position serves as one of the primary points of contact between the company and its customers, ensuring effective communication, timely follow-up, and proper call documentation, with attention to the customer's needs. The representative will also be responsible for entering customer information into the CRM system.

Responsibilities of the role:

• Answer customer calls and messages.

• Follow up on inquiries, requests, and services related to the matter.

• Maintain professional and courteous communication with customers.

• Properly route and document any complaints, claims, or incidents.

• Conduct follow-up calls to confirm customer satisfaction.

• Coordinate appointments related to inspections and services.

• Follow up on projects in progress and provide customers with updates.

• Coordinate with the sales, operations, and installation departments to ensure efficient customer service.

• Maintain up-to-date electronic files and customer records in the CRM.

• Enter and update information on the CRM and database.

• Prepare reports and follow-ups as required.

• Organize documents related to customer projects and services.

• Facilitate the flow of information between departments through assigned communication channels.

• Properly escalate situations that require management or technical attention.

• Maintain clear records of communication with customers.

• Attend weekly virtual operational review meetings.

Required Experience and Qualifications:

• High school diploma or equivalent.

• Minimum of one year of experience in customer service, administrative assistant, appointment coordination, or related fields.

• Experience in virtual office environments or remote work will be considered an advantage.

• Excellent verbal and written communication skills in Spanish.

• Proficiency in English, both spoken and written.

• Ability to work independently in a remote environment.

Preferred Skills:

• Previous experience in customer service, administrative assistant, and project coordination.

• Experience in the solar energy industry or technical services is a plus.

• Experience using CRM systems and customer management platforms.

• Strong organizational and follow-up skills.

• Excellent customer service and problem-solving skills.

Personality:

• Service-oriented mindset.

• Organization and attention to detail.

• Effective communication.

• Teamwork.

• Priority management.

• Proactive and initiative.

• Confidentiality and professionalism.

• Problem-solving.

Software & Tools:

• Soho CRM.

• Microsoft Office Suite (Outlook, Teams, Word, Excel).

• Dialpad or Zoom (for calls).

Schedule:

Monday to Friday: 2:00 PM - 6:00 PM Atlantic Standard Time

Saturday: 9:00 AM - 12:00 PM Atlantic Standard Time

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.