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Client Advocate

A

ADT Solar

Client Advocate

Mandeville, LA
Full Time
Paid
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  • Responsibilities

    Job Description

    ADT SOLAR is currently recruiting for a CLIENT ADVOCATE. In this role your goal will be to create high-value interactions that build loyalty, create advocacy and because of your leadership, maximize the lifetime value of our customers. If you are passionate about the customer, love leveraging technology to create solutions, are comfortable being empowered and accountable, then this position is perfect for you!

     

    RESPONSIBILITIES:

    • Communicate directly with customers who wish to cancel agreements.

    • Negotiate directly with customers to ensure their loyalty while balancing the organization’s desire to keep the customer, weighing the potential revenue that the customer represents versus the costs associated with retaining them.

    • Maintain positive online review presence by working to overturn poor reviews

    • Engage satisfied installed clients to boost our star rating for online reviews

    • Always maintain a professional and personable demeanor

    • Gather data related to customer complaints, devise solutions and recommend support enhancements to increase overall customer satisfaction.

    • Provide and maintain customer reports. These reports may include detailed information related to customer interactions, cancellations, and projects saved.

    • Deliver and communicate reports weekly/monthly/quarterly/yearly to manager.

    • Create processes including, but not limited to, an outline of steps taken to arrive at solutions.

    • Develop and maintain strong relationships with key stakeholders in all departments to ensure timely customer solutions.

    • Maintains a sense of urgency with all tasks

    • Follow processes and operational policies in selecting methods and techniques for obtaining solutions.

    • Take a role tracking the nature of complaints and reporting for the purpose of:

    • Providing feedback/reports to the relevant Divisions

    • Root cause analysis to identify fail points and opportunities for improvement within all areas of business operations

    • Work defined hours answering calls on an inbound hotline

    • Own customer relationships from point of sale until the installation is complete.

    • Keep detailed electronic notes of all interactions with customers.

     

    REQUIREMENTS:

    • Strong attention to detail and the ability to follow directions.

    • Ability to present oneself well over the phone.

    • Strong negotiation skills.

    • Excellent customer service skills.

    • Strong communication skills.

    • Ability to effectively multi-task.

    • Experience in a call center environment a plus

    • Previous solar industry experience preferred

    • Salesforce experience

    • Strong phone communication skills

    Company Description

    WHO WE ARE. Founded in 2008, Sunpro Solar is one of the leading providers of rooftop solar in the United States. Sunpro Solar designs, installs, and maintains solar panels on residential and commercial properties. Sunpro Solar has a proven history and reputation for providing quality service, and was ranked #2 for 2021 Solar Power World’s Magazine Top Residential Solar Installer in the United States.