Personal Energy Advisor

Summary about this job

Detail information about job Personal Energy Advisor. Terms and conditions vacancy

• Join a team of vibrant, passionate individuals
• Make a difference in the fight against climate change

Purpose Statement:      

solarcity is driven by our mission to provide clean energy across New Zealand and inspired to save the planet – one roof at a time. Our team works together to create an extremely positive and inspiring culture that brings in top talent, keeps drive and motivation high, and makes everyone excited to come to work each day. Do you want to be part of our team?

Apply today and join the movement!

Overview:

As part of the Customer Care team, reporting to the Customer Care Manager, you will serve as the primary interface between the customer and solarcity. You will own customer interactions from the time a customer’s solar system is activated. Working in a fast-paced environment with a high workload, the key responsibilities you will be measured on include:

1.    Continuous Improvement 

• Proactively recommend process efficiencies and solutions for improving the customer journey 
• Work to keep the customer experience as simple as possible

2.    Post Activation Customer Case Management

• Act as the primary point of contact for queries and concerns raised by customers, or where issues have been identified through internal monitoring
• Provide immediate resolution of issues where possible, and for all other cases liaise  with cross functional subject matter experts to ensure prompt and efficient issue resolution
• Report on all customer complaints and ensure prompt escalation of issues that you are not able to directly resolve
• Respond to customers within agreed KPIs

• Own tasks and cases assigned to you from beginning to resolution, and consistently ensure all targets in relation to progressing customer enquiries are met
• Communicate resolution plan with customer, and liaise on deployment of solutions where required 

3.    Other

• Cover when required for members of the wider Customer Care Team
• Champion process improvement to fix the root cause of problems and ensure the identified issue is avoided or minimised for other customers
• Immediately escalate any issue where a possible health, safety or significant reputation or liability issue may arise.

What you should bring to the team:

Passionate about solar with high attention to detail, you'll have a passion for making the customer's day. You will be able to handle a high workload and will proactively recommend solutions to the Customer Care Manager and other key stakeholders.

You'll have experience resolving issues and providing solutions. You will be skilled in Microsoft office and have the ability to quickly pick up new systems. Salesforce experience is desirable but not essential.

CORE SKILLS

• Excellent interpersonal and communication skills
• Conflict resolutions skills
• Solution focused
• Results driven
• Solar product knowledge (preferable but not mandatory)
• Excellent time management skills
• Team player