Full-Time
Escalations Specialist
Posted on 10/15/2024
Freedom Solar Power
201-500 employees
Provides solar power solutions and installations
Junior
Austin, TX, USA
This is an in-office position based in Austin, Texas.
- 1 to 2 years of high volume customer service experience required
- Must have excellent interpersonal skills (i.e. speaking on phone clearly)
- Must possess professionalism and a positive attitude
- Must have excellent verbal and written communication skills
- Strong conflict resolution skills
- Detailed oriented and professional demeanor
- Strong organizational skills
- Ability to multitask
- Excellent customer service skills
- Advanced communication and interpersonal skills
- Proficiency with Microsoft Office and Google Workspace
- Handle escalated customers with professional care and concern through various channels (phone and email)
- Promptly assist the Customer Escalations Manager with any pending escalations tickets, Negative Customer reviews/NPS detractors.
- Work to improve customer experience/satisfaction by providing positive resolutions for all customer escalations
- Completing logs of customers interactions and transactions as well as actions taken to resolve the problem
- Understanding the Freedom Solar Power products and installation process to answer questions appropriately
- Complete daily customer retention outreach responsibilities
- Develop customer retention strategies/provide internal feedback on how customer retention may be improved
- Generate referrals and positive online reviews
- Assist with other administrative tasks as needed
- Assisting other departments with customer service requests and other duties as assigned
Freedom Solar Power provides solar energy solutions for residential and commercial clients in Texas. They offer a complete service that includes consultations, system design, installation, and maintenance of solar power systems. Their products work by converting sunlight into electricity, allowing customers to generate their own power and reduce reliance on traditional utility sources. What sets Freedom Solar Power apart from competitors is their exclusive partnership with SunPower, which enables them to offer high-quality solar products. The company's goal is to exceed customer expectations and promote the use of renewable energy in Texas.
Company Stage
N/A
Total Funding
N/A
Headquarters
Austin, Texas
Founded
2007
6 month growth
↑ 3%1 year growth
↑ 3%2 year growth
↑ 3%
Simplify's Take
What believers are saying
- The partnership with SunPower enhances Freedom Solar Power's credibility and access to high-quality solar technology.
- Their comprehensive service model ensures customer loyalty and repeat business, contributing to long-term revenue stability.
- Recognition and awards for workplace excellence can attract top talent, further driving innovation and growth.
What critics are saying
- The recent settlement over PPP loan allegations could damage the company's reputation and customer trust.
- Layoffs and workforce reductions may impact employee morale and operational efficiency.
What makes Freedom Solar Power unique
- Freedom Solar Power's exclusive partnership as the only SunPower Master Dealer in Texas sets it apart by offering top-tier solar products known for efficiency and durability.
- Their turnkey service model, handling everything from consultation to maintenance, provides a seamless customer experience that many competitors lack.
- Strong customer satisfaction and recognition as one of the Best Places to Work by the Austin Business Journal in 2019 and 2020 highlight their commitment to quality and employee well-being.
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