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Role Description

The Client Resources/Customer Experience Coordinator is the company’s first line of customer communication post PTO. This position would focus solely on answering the customer calls from our Customer Service phone line. The goal will be to answer their questions, route them to the correct department, or open a case to document their concerns. The Customer Service phone number is on our website, on our marketing emails and is often given out by Sales reps post PTO. The prompt response to a phone call is essential to our customer’s experience. Client Resources specializes in de-escalating highly sensitive situations and advocating for the Trinity Solar customer with the goal of preventing customer escalations.

• Manage and document all customer calls to resolve any customer concerns
• Route customer calls as appropriate via Ring Central or open a Salesforce case to document their concern
• Maintain consistent communication with customers, informing them of updates when necessary
• Utilize organizational and time management skills to prioritize daily tasks and goals

Qualifications

• Well organized, highly detail oriented
• Approaches their work with a professional, no-nonsense approach supported by keen negotiation and collaboration skills
• Capable of handling stressful situations and resolving customer complaints in a professional manner
• Excellent written and verbal communications skills
• Fluent in Spanish is a plus, (verbal and written) but not required
• Ring Central and Salesforce experience required

Requirements

• 2-3 years of direct or related customer service experience
• Solar experience is a plus, but not required