Hiring a Customer Success Associate – Work From Home (Full Benefits & Full Time)

Website Sparkfund



Sparkfund is an energy technology platform company based in Washington, D.C. built to enable leading brands to deliver new offers to their customers across resilience, decarbonization & electrification. Our partners use our platform to capture new growth in the energy services market, differentiate their existing end-customer offerings, increase the lifetime value of customer relationships, and more efficiently manage capital structuring, risk appetite, and ongoing servicing. We deliver solutions through a flexible range of commercial structures, from fully managed subscriptions, where we handle everything from installation to ongoing maintenance and repairs, to simple installations for customers who prefer to manage systems themselves, to the monitoring of existing equipment for fault detection and replacement recommendations.
 We enable our customers to focus on their core businesses. Sparkfund’s mission is to combat climate change through healthier buildings and transportation. We strive to create positive change by deploying solutions that are good for business and good for the planet. We’re building a diverse and collaborative culture to help us achieve all of that.
We are hiring a Customer Support Associate with strong interpersonal, problem-solving, and organizational skills whose mindset is always customer-first. In this role, you will execute reactive customer support tasks coordinating with Sparkfund’s Service team, Program Management team, and other key complementary functions; keep up-to-date documentation on ongoing support issues; and use your first-hand experience to help develop insights and solutions to improve customer satisfaction. This Customer Support function reports into the Operations division, which is responsible for best-in-class development and delivery of efficiency, distributed energy resources, and energy infrastructure projects; the satisfaction of our subscribers; and creating an avenue for repeat customer business.

Key Responsibilities

    • Respond to customer inquiries, complaints, and technology maintenance issues in a timely, professional, and understanding manner via Zendesk.
    • For service issues, perform basic triage to determine the best course for resolution and/or escalate to the Service team. Provide/facilitate customer training and onboarding to technology platforms and/or the installed efficiency equipment.
    • Serve as a customer advocate to identify changes to workflows to increase efficiency of various internal teams to improve the quality of services delivered to customers.
    • Handle first level questions with top-notch customer service, and identify when to escalate complaints as needed to senior management for resolution.
    • Understand project budgets for maintenance, repairs, and other ongoing service needs, and optimize decision making and workflow to balance budgetary management and customer satisfaction.
    • Develop proficiency in a multitude of our IoT partner platforms in order to provide preliminary support and troubleshooting for these systems.
    • Maintain a positive, empathetic and professional attitude toward customers at all times, and respond promptly to customer inquiries.
    • Create and maintain documentation of customer interactions, transactions, comments and complaints.
    • Ensure confidentiality and accuracy of internal and external data.
    • Enhance Customer Support productivity by simplifying processes, helping to implement new tools.
    • Make recommendations to Sales and Product teams for changes to products or services based on subscriber feedback and requests.

Required Qualifications & Skills

    •  1-3 years in relevant areas, preferably in B2B customer service, success, or account management.
    • Proven ability to demonstrate sound judgment and composure in difficult situations.
    • Proactiveness in identifying opportunities for improvement and recommending process improvements.
    • Adaptable problem solving; self-starter mentality.
    • Curious learner who asks questions and seeks out answers.
    • Strong collaboration combined with ability to work independently and manage one’s own time.
    • Critical thinking and problem-solving skills; ability to use logic and reasoning to analyze and identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
    • Ability to handle multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment.
    • Comfort with day-to-day operations using software and cloud-based information management tools including Salesforce, G Suite, Asana, Zendesk, and Slack.
    • Dedication to what we’re building at Sparkfund and making an impact through increasing access to energy efficiency across the economy.

We'd love if you have

    • Experience working with large energy companies (utilities, retail electric, oil & gas, or renewables).
    • Experience managing executive customer relationships and key business stakeholders.
    • Experience in Account Management or Inside Sales.
    • Experience in a fast-paced startup environment.
    • Experience shaping or revamping the customer experience and or Customer Success Experience (CX/CS).

Benefits

    • Competitive compensation and stock option plans – we believe in radical shared ownership.
    • Comprehensive benefits package including medical, vision, and dental insurance; pre-tax commuter benefits; disability and life insurance.
    • Flexible vacation policy that encourages ~4 weeks of paid time off.
    • We honor all the federal holidays, and believe in long weekends. Sparkfund is closed every Friday before a Monday holiday as well.
    • 8 weeks gender-neutral paid leave for caregivers when they have a new addition to their families and an additional 4 weeks of paid leave for birthing parents.
    • A company laptop and any other hardware you need.

      JOB URL: https://jobs.lever.co/sparkfund/791b5b64-955d-46d3-aafd-10b317e7d84d

To apply for this job please visit jobs.lever.co.

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