Customer Care Specialist I (m/f/d)

Brief Description of Sunnova<br/>Sunnova (NYSE: NOVA) is revolutionizing the energy industry as a leading Energy as a Service (EaaS) provider of solar, battery storage, EV charging, and other energy solutions with customers spanning the U.S. and its territories. Founded in 2012, our goal is to provide homeowners, businesses, and communities with a better energy service at a better price – making clean, renewable energy more accessible, reliable, and affordable. At Sunnova, we believe that our success comes from the diversity and creativity of our people. Our team is made up of forward-thinkers who are passionate about changing the energy industry for the better, and we're looking for like-minded individuals to join us. We encourage our people to push beyond traditional limits and explore new horizons – because only then can we truly transform the world for the better. If you're excited about being a part of the fastest-growing segment of the energy industry, we want you on our team!<br/>The Customer Care Specialist I Position <br/>As a Customer Care Specialist I (CCSI), you will be responsible for providing support to Sunnova’s dealers and customers in various communication channels including phone, chat, SMS and email. The CCSI is also responsible for managing customer data, contract data, case records, and ensures all data is input and is accurate in the company’s systems.  <h3>Customer Care Specialist I Responsibilities </h3> <ul> <li>Drive the movement of customers through the different stages of contract implementation for various Sunnova product sales and services as well as solar system installation and maintenance. </li><li>Answer inbound calls, chats, SMSs and emails from dealers and customers.</li><li>Initiates outbound calls, chat, SMSs and emails to dealers and customers.</li><li>Collect and confirm billing and payment information</li><li>Answer inquiries related to customer agreements, sales processes, service processes and all topics related to account servicing.</li><li>Troubleshoot customer issues, system performance concerns and creates service requests as needed </li><li>Provide excellent customer service to all dealers and customers</li><li>Maintain performance goals related to FCR, CSAT, and QA</li><li>Train and help new hire CSSI </li></ul> <h3>Minimum Requirements</h3> <ul> <li>General Education Diploma </li><li>1+ year of customer service skills front line support.</li><li>Fluent German</li><li>PC skills; Microsoft Office - Excel, Word, &amp; Outlook required.</li></ul> <h3>Preferred Qualifications</h3> <ul> <li>1+ year call center experience</li><li><a href="http://Salesforce.com">Salesforce.com</a> experience. </li><li>Experience in residential solar industry</li><li>Technical knowledge on electrical </li></ul> <h3>Additional Knowledge, Skills and Abilities</h3> <ul> <li>Strong written and verbal communication skills in German and English; effectively communicates with peers, and management</li><li>Strong customer service and management skills </li><li>Strong problem-solving skills.</li><li>Ability to work as a team member and interact with other departments. </li><li>Ability to work under pressure with strict time deadlines. </li><li>Detail oriented </li><li>Highly positive energy, self-motivated and can-do personality </li><li>Ability to effectively and accurately transmit, receive and interpret data through the application of appropriate communication behaviors.</li></ul> <h3>Working Conditions</h3> <ul> <li>Work from company office </li><li>Open office environment</li></ul> <h3>Physical Requirements</h3> <ul> <li>Extended period sitting at computer workstation and walking around call center</li></ul> <h3>Benefits</h3> <ul> <li>Sunnova offers a generous employee reward package that includes: TBD</li></ul>We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.