Customer Service Representative

JOB DESCRIPTION

Customer Service Representative
The ideal candidate will report to our Irvine, CA office on a hybrid basis (minimum 3x/week). However, highly qualified remote candidates may be considered.

Rate of Pay: $22-25 per hour

COMPANY

Qmerit, headquartered in Irvine, California, simplifies the adoption of electrification products for residential and small business markets. A leader in the green energy transformation, the company provides value-driven services throughout the renewable energy equipment implementation life cycle. Services are delivered through Qmerit's network of company-owned contractors, independent Certified Solutions Partners, and Certified Installers who are skilled in system implementation and integration as well as in ongoing support and maintenance. Combining this nationwide network of certified electrical contractors with the company's purpose-built digital managed services platform and white-glove concierge services, Qmerit delivers customers an unmatched quality experience related to electric vehicle charging stations, battery storage systems, solar system integration, emergency power, and microgrid solutions. 

JOB SUMMARY
Our growing company is looking for a full-time, experienced Customer Service expert to join our team as a Service Delivery Representative. We are looking for an enthusiastic individual who can efficiently manage service-related issues and speak competently and confidently with our electrical contractors. The successful candidate for this role will have the drive and aptitude to gain a solid command of the company's service offerings, processes, and technology platform. The Service Delivery Representative is expected to ensure our network of contractors is supported with installation process concerns, program questions, and utilization of our internal Qmerit platform.
The ideal candidate is resourceful, a good problem solver, organized, and have a passion for providing best in class customer service.

RESPONSIBILITIES

• Primarily responsible for contractor support with questions regarding our internal platform and open installation projects.
• Maintain a high level of professionalism with contractors while establishing a positive rapport with every caller.
• Answer incoming calls, emails, and chat requests from electrical contractors regarding a variety of Qmerit processes and resources.
• Address contractor issues with problem-solving solutions and make suggestions for enhancements or amendments to processes, focusing on improving the customer and contractor experience.
• Support the Customer Service team with contractor-related escalations from customers, such as post-installation concerns or complaints.
• Track and prioritize activities by using our CRM, online dashboards and customer activity portals.
• Utilize our customized templates and macros when responding to customers and contractors.
• Enter or update customer/ticket information in our CRM, HubSpot, during and after each call or activity.
• Work with the management team to remain updated on product knowledge and keep informed of any changes in company policies or software.
• Offer insights and suggestions for improvement, as appropriate on technology and processes.

• Advanced Microsoft Office skills
• Strong written and verbal communication skills
• Demonstrates a working knowledge of the technology tools required within assigned responsibilities
• Effective organization and time management skills
• Ability to manage multiple tasks
• Strong problem-solving skills
• Strong attention to detail and high level of professionalism

• High school diploma required.
• Minimum 2- years’ experience in a customer service-related field required.
• HubSpot and Five9 experience is a plus.
• Experience working closely with electrical contractors or service personnel is a plus.
• Experience in electrical, field service, dispatch related jobs is a plus

Job Type: Hourly, non-exempt