Customer Care Advisor

Customer Care Advisor

About GoodLeap:

GoodLeap is a technology company revolutionizing the sustainable solutions market by providing financing and software products. Since 2018, we've facilitated over $27 billion in financing, empowering individuals and businesses to make eco-conscious choices.

Job Description:

We are seeking a passionate and experienced Customer Care Advisor to join our growing team. As a subject matter expert, you will provide exceptional customer service and support, ensuring a positive experience for every interaction.

Responsibilities:

• Answer customer inquiries via phone, email, and chat, providing clear and concise information about GoodLeap products and services.
• Offer tailored solutions and upsell additional GoodLeap products to meet customer needs.
• Accurately document customer interactions within our systems.
• Handle customer issues with diplomacy and escalate complex situations to appropriate teams.
• Collaborate with colleagues to ensure seamless customer service delivery.

Qualifications:

• 3+ years of proven experience in customer service and/or sales.
• Excellent verbal and written communication skills.
• Demonstrated ability to build rapport and establish trust with customers.
• Strong problem-solving and conflict resolution skills.
• Proficiency with CRM software and Microsoft Office Suite.

Compensation:

$22/hour.

Qualifications

Required:

• Experience: Minimum 3 years of proven experience in customer service and/or sales.
• Communication: Excellent verbal and written communication skills, demonstrating the ability to clearly and concisely convey information to customers.
• Interpersonal Skills: Proven ability to display patience, empathy, and active listening skills while interacting with customers.
• Adaptability: Flexibility to adjust to changing business needs and priorities.
• Work Ethic: Demonstrated reliability, strong work ethic, and commitment to meeting deadlines.

Preferred:

• Experience within the renewable energy or sustainability sector.
• Familiarity with CRM software and customer service ticketing systems.

Key Responsibilities:

Customer Support:

• Provide prompt and courteous support to customers via phone, email, and chat.
• Accurately address customer inquiries regarding GoodLeap products, services, and policies.
• Troubleshoot customer issues and offer solutions to ensure a positive experience.

Sales & Relationship Building:

• Identify customer needs and recommend appropriate GoodLeap products and services.
• Effectively present product features and benefits to drive sales conversions.
• Build rapport with customers and foster long-term relationships.

Operational Excellence:

• Maintain accurate customer records and documentation within GoodLeap systems.
• Adhere to established customer service protocols and procedures.
• Collaborate with internal teams to resolve complex customer issues.

GoodLeap Customer Care Advisor Hiring Workflow

1. Application Review: AI-powered screening analyzes resumes for required skills and experience.

2. Phone Screening: A recruiter conducts a brief phone interview to assess communication skills and cultural fit.

3. Skills Assessment: Candidates complete a short online assessment testing customer service knowledge and problem-solving abilities.

4. Video Interview: Top candidates participate in a structured video interview with a hiring manager, focusing on behavioral questions and experience.

5. Final Interview: Selected candidates meet with a team of representatives for a final interview, including a role-playing exercise simulating customer interactions.

6. Reference Checks: Background and reference checks are conducted to verify information and assess past performance.

7. Offer & Onboarding: Successful candidates receive a formal job offer and begin the onboarding process.

About GoodLeap

GoodLeap is a technology company driving the transition to a more sustainable future. We provide innovative financing and software solutions that empower homeowners to invest in energy-efficient upgrades, renewable energy systems, and other sustainable improvements. Since 2018, GoodLeap has facilitated over $27 billion in financing, helping countless individuals and families make a positive impact on the environment. We are passionate about creating a cleaner, greener world and believe that technology can be a powerful tool for change.