Customer Support Specialist

2 weeks ago

Solihull, United Kingdom AceOn Group Full time

**CUSTOMER SUPPORT SPECIALIST**

**Job Type**: Full-time, permanent, Monday - Friday business hours.

**Role**: Customer Support Specialist.

**Salary**:£35,000- £45,000.

**Location**: West Midlands based with regular travel throughout the UK.

**Company Description**

Come and join the team at AceOn Group.

**Overview of Role**

Customer Support Specialist responsibilities include supporting customers, recommending solutions, and solving problems. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with working in a fast paced, technical environment.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

**Key Responsibilities**
- To liaise and co-ordinate with our fast-growing base of professional installers to ensure the efficient and effective delivery of battery storage and renewable energy installations for a wide variety of projects and programmes across social housing, local authorities, regional and national housebuilders, the commercial and industrial sector, as well as private households.
- To manage technical interactions with the installers and customers including setting up customer project kick-off, project reviews, etc. as applicable Update our internal databases with information about technical issues and useful discussions with customers.
- To act as first point of contact for installers and customers in relation to our Sales and supply contracts and support for them before, during and after installations.
- To ensure that installers are adequately trained and knowledgeable on the installation of our products (to include Solar PV, battery storage and EV Chargers).
- To oversee our UK energy storage Service Centre with tasks including first point of contact regarding customer queries and warranty issues, installer support and fault-finding, maintaining customer database, project and installation documentation, and overview of operation of on-line portal to monitor performance of installed systems
- Follow up with customers to ensure their technical issues are resolved.
- Gather customer feedback and share with our Product, Sales and Marketing teams.
- Will require travel to Solihull office with the understanding you may have to travel to installation sites when required.

**Desired Characteristics**
- Three years + experience as a Customer Support Specialist or similar CS role.
- City and Guilds/ NVQ electrical qualification or equivalent.
- Committed to providing excellent customer service.
- Strong project management, organisational and time-management skills, with the ability to prioritise well when managing multiple projects at a time.
- Ability to build relationships and a good rapport with clients to generate confidence.
- Clear communicator, confident in communicating and influencing at all levels.
- Good problem identification and solution skills.
- Ability to deal with complex tasks under pressure.
- Familiar in all aspects of job-related Health and Safety.
- Motivated, driven and able to thrive in a fast-paced environment.
- A willingness to learn and never afraid of change.
- Full UK Driving Licence.
- Right to work in UK.

**Experience/Qualities**

It would be an advantage if you have experience working in our industry but, we will provide comprehensive training on our products and services. What matters most is that you have:

- A positive and enthusiastic attitude and a willingness to learn.
- A proven track record of doing well in a customer support/service environment.
- Excellent written and communication, IT and presentation skills.
- A professional approach and a positive commitment to providing excellent customer service.
- The ability to work both independently and as part of a team.
- Strong problem-solving skills.
- A real interest in renewable energy and environmental sustainability.
- A full driving licence and own car.

**We can offer**
- Full training and a commitment to your on-going personal and professional development.
- Flexible working arrangements.
- A positive, friendly, supportive and collaborative working environment.
- The opportunity to work with some of the leading companies and best products in the Renewable Energy sector.

**Salary**: £35,000.00-£45,000.00 per year

Schedule:

- Monday to Friday

Work Location: On the road

Reference ID: CUSTOMER SUPPORT SPECIALIST

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