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Customer Support Specialist

Company Overview

Spruce is at the forefront of the clean energy economy, which employs more than 3 million people, according to a recent Advanced Energy Economy report. Residential solar and energy efficiency are among the fastest-growing industries in the U.S. – a 2017 report by The Solar Foundation found that solar jobs grew 17 times faster than the overall economy.

The combined current addressable market for Spruce’s solar and energy efficiency businesses is approximately $70B.

We’ve raised more than $2.5B to help homeowners save money and improve their homes, communities, and the planet, and currently serve nearly 70,000 homeowners.

Job Summary

The Customer Support Specialist is an engaging and rewarding role on a nationally recognized and award winning Customer Support group. This role is responsible for establishing and maintaining successful relationships with Spruce Finance’s channel partners from Boston to Honolulu.   As a Support Specialist you will serve as a voice for our company externally, and for our customers within the organization.  You will assist our installation and EPC partners primarily with Spruce Flow, our proprietary solar quoting software, as well as facilitate the flow of projects through our homeowner and solar system underwriting process. 

Your role is the backbone of our customer experience and takes a high level of responsibility and product understanding. You will be part of a dynamic team who are highly motivated and successful in the renewable energy space.

Responsibilities and Duties

 

  • Respond to inbound partner call and email requests related to deal processing questions and documentation issues.
  • Initiate outbound contact with partners when necessary to follow-up on project issues or deal resolution instructions.
  • Resolve software questions and document all contacts, actions and responses in Zendesk.
  • Establish close working relationships with cross-department teams including Operations, Product, and Sales.
  • Report software bugs and enhancements to the relevant teams for resolution

 

Qualifications and Skills

 

  • Bachelor’s degree preferred
  • Strong telephone personality with an empathetic, customer-centric attitude.
  • Excellent written and verbal communication skills with an ability to remain poised under pressure.
  • Proficient computer skills and an ability to type >45 words/minute
  • Ability to manage 50-70 inquires/day from both phone and email
  • A track record of consistently meeting quality assurance, productivity, and CSAT standards
  • Comfortable working within a dynamic and fast paced environment while being adaptable.
  • Ability to independently make decisions and solve problems
  • Capacity to multi task with relentless attention to detail
  • Ability to work in a team environment is imperative.
  • Punctuality and ability to adhere closely to a schedule
  • Candidates with Zendesk and basic solar industry knowledge are desirable

Benefits

Spruce offers competitive benefits and a collaborative, purpose-driven, high-energy culture.

Equal Opportunity Employer

We value a diverse work environment. Spruce is an equal opportunity employer and hires without consideration to race, color, religion, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

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