Customer Support Specialist

almost 3 years ago
Full time role
Boston, MA, US... more
Boston, MA, US... more

Company

In 2009, EnergySage was founded on three key tenets of simplicity, choice and transparency. Everyday there are millions of Americans ...

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Job Description

EnergySage is the leading online marketplace for solar and other clean energy technologies. We strive to make the experience of going solar as easy as booking a flight online. We are looking for passionate, collaborative, authentic individuals to join our team in making renewable energy options more accessible to consumers. We are the most-visited energy website in the U.S.-- last year 10 million people used our tools. What can you help us achieve?

Customer Support Specialist

The Customer Support Specialist is a vital customer-facing role connecting EnergySage site visitors to the support they need to make the best possible renewable energy decision. This includes 2-way SMS communications, live chat, inbound calls, and other sales and marketing operations responsibilities. You are often the first point of contact for customers looking to get a quick answer to a question and/or looking to get more detailed information.

How does the Customer Support Specialist help?

Our Customer Support Specialists are highly customer-oriented and adaptable -- able to move between customer communications and sales support activities (such as help on our marketing database, email campaigns, etc.) During the shopping and buying phase of the process, the Customer Support Specialist helps customers find what they are looking for; this could include scheduling a session with one of our Energy Advisors in a 1:1 session, answering a question directly, directing the customer to a particular EnergySage content article, etc.

What you’ll do:

  • Provide phone and chat-based education and advice to customers
  • Seamlessly move between chat, email, inbound phone calls, 2-way SMS, and other channels -- responding to customer requests as they navigate through the EnergySage experience
  • Customize each interaction to ensure you are meeting the customer’s goals, wants, and needs.
  • Be an advocate for renewable energy and learn the ins and outs of the EnergySage Marketplace

You will love this role if you:

  • Are comfortable with digital and phone channels (inbound phone calls, live chat, SMS/text, email, etc.), and love speaking with customers throughout the day
  • Are excited at the prospect of educating customers and answering their questions
  • Can quickly establish trust and rapport
  • Can maintain a neutral position among multiple competing vendors and products (we are a marketplace and seek to provide a level playing field for renewable energy providers)
  • Love being busy!

What we look for:

  • Customer-facing experience, especially in a fast-paced setting
  • Some sales experience preferred
  • Experience and/or desire to play a key role in meeting/exceeding team sales goals
  • Written and oral communication skills
  • Resourcefulness -- able to track down answers to a wide variety of questions
  • Attention to detail
  • Customer-oriented
  • Interest in renewable energy

We are EnergySage.

As the leading online comparison-shopping marketplace for rooftop solar, energy storage, community solar, and financing, EnergySage is accelerating the adoption of clean energy by improving consumer access and affordability. Our user-friendly platform is built on the principle of consumer empowerment through unbiased information, transparency, and choice. As we grow and enter new markets, we seek team members who bring new perspectives, skills, and energy that will propel us to accomplish the challenging work we have ahead.

Confidence can sometimes hold us back from applying for a job- but we believe there's no such thing as a 'perfect' candidate. So, however you identify and whatever background you bring, please apply if this is a role that would make you excited to come into work every day and help bring renewable energy to the broader market.

EnergySage is committed to building a workplace that welcomes and encourages diverse perspectives. We believe that the most successful teams actively and authentically engage individuals with varied experiences and skillsets.

EnergySage is an equal opportunity employer and prohibits discrimination and harassment of any kind. Applicants from a broad range of backgrounds are encouraged to apply.

Our Values

  • Consumer First: Our top priority is to serve and empower consumers through transparency, equitable access to information, and personalized interactions.
  • Better Together: We recognize that we gain and give more through collaboration, partnership, and diversity of experience and perspective. We respect one another and are inspired by what we learn and achieve together.
  • Integrity: We take personal ownership and pride in doing the right thing. Our consistency, competence, and high standards earn the reputation of “trusted advisors” with all of our stakeholders.
  • Substantive Impact: We are committed to effecting and sustaining positive environmental, social, and market transformations through creativity, innovation, and persistence.
  • Iterative Excellence: Our intellectual curiosity and bias toward action drive us to continuously learn, evaluate, iterate, and improve.

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