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GlacierGrid · 1 day ago

Customer Support Representative

United States

Full-time

Remote

New Grad, Entry Level

GlacierGrid is a leading energy industry player dedicated to providing innovative and sustainable solutions to meet the ever-growing demand for energy. As a Customer Support Representative, you will ensure a smooth and efficient experience for customers by managing inquiries and providing expert support, directly contributing to the company's mission of reducing electricity usage and costs.

Energy EfficiencyEnergy ManagementGreenTechSaaSSoftware

Responsibilities

Manage inbound phone calls, emails, and chats in a timely manner, with empathy, and attention to detail

Become a product and solutions expert; quickly identify customer needs, clarify information, research issues, and provide solutions or alternatives

Follow communication guidelines and SOPs when handling different customer inquiries and topics

Build sustainable relationships with customers and go the extra mile to engage them and collect feedback

Keep detailed records of all customer conversations and interactions in HubSpot. Ensure all Hubspot records you work with are updated according to our guidelines

Assist with customer escalations and utilize provided de-escalation tactics to retain the account

Resolve with Managed Services Escalations

Collaborate with the managed service team to improve troubleshooting and escalation processes

Other Assigned Projects

Qualification

WrittenVerbalAnalytical skillsProficient with digital technologyHubSpot knowledgeExperience in support rolesAI technologiesTranslate technical conceptsInterpersonal skillsOrganizational skillsSelf-motivated