Solstice

Customer Success Associate, Bilingual – Spanish

Solstice

contract

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

SFDC

About the role

  • Support inbound call overflow and respond promptly to customer inquiries via phone, email, and chat.
  • Resolve customer complaints and issues efficiently, providing appropriate solutions and alternatives.
  • Maintain a thorough understanding of our services to assist customers effectively.
  • Keep accurate records of customer interactions, including details of inquiries, complaints, and actions taken.
  • Guide potential subscribers through the enrollment process, ensuring they understand and complete all necessary steps.
  • Verify and process enrollment forms, ensuring accuracy and completeness.
  • Assist customers with platform account setup and activation, troubleshooting any issues that arise.
  • Provide information on subscription plans, billing, and benefits to potential subscribers.
  • Document all activities in our customer system tools (SFDC, Zendesk) and in the Solstice platform.
  • Fully understand the solar industry, community solar market, the Solstice customer profile and value proposition.

Requirements

  • Spanish fluency.
  • Located in Pacific time zone or willing to support 9 am to 6 pm Pacific.
  • Minimum 2 years of professional experience in managing and handling inbound calls and ticket requests.
  • Experience with Google Suites, Microsoft Office Suite and Salesforce.com.
  • Call center or support ticketing experience.
  • Experience in CRM or Customer Support softwares.
  • Process-oriented with great attention to detail.
  • Patience with customer questions and the ability to articulate value proposition to external stakeholders with passion and energy.
  • Love for helping and bringing joy to others.
  • Full of positive attitude – you see challenges as learning opportunities.
  • Proactive – you identify problems and design solutions without being asked.
  • Excellent communication, interpersonal, and organizational skills.
  • A problem solver; equally excited about the opportunity to solve small problems and big problems as long as they serve a larger mission.
  • Enthusiastic, positive, and team-oriented; always willing to lend a hand to a team member.
  • Excited to work in a fast-paced, growing scale-up environment.
  • Driven, gritty, and resilient; demonstrated ability to persevere through unanticipated challenges.
Benefits
  • Opportunity to identify and manage customer support and customer management projects.
  • A deep understanding of the solar and renewable energy space, particularly the rapidly growing community solar industry.
  • Hands-on scale-up experience in cleantech.
  • Knowledge from and personal interaction with leadership.
  • The opportunity to work on two crucial issues that positively impact the world: climate change mitigation and social justice.
  • A team of passionate, collaborative, dedicated, and empathetic employees.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportinbound call managementticket request handlingenrollment processingaccount setuptroubleshootingattention to detailproblem solvingarticulating value propositionprocess-oriented
Soft Skills
patiencepositive attitudeproactiveexcellent communicationinterpersonal skillsorganizational skillsteam-orientedenthusiasmgritresilience