Customer Experience Specialist (Remote)

Customer Experience Specialist

About Sparkfund

Sparkfund is an energy transition partner built to accelerate the energy transition by transforming the built environment into a productive, resilient, climate-adapted extension of the grid. We do this by partnering with utilities and building owners to provide program management, project implementation, and financing services and capabilities to our partners' customers. Together, we are creating a more equitable, resilient, and sustainable energy future. 

Position Summary 

We are looking to hire a Customer Experience Coordinator to assist our growing Customer Experience team with the project closeout process and to coordinate our customers’ post-delivery support tickets. This Coordinator will work closely with our Project Management, Construction, Legal, and Finance teams to close our construction projects, including collecting and documenting contract terms, drafting closeout documents and sending to stakeholders, and coordinating payments. They will also be responsible for reviewing, assessing, and triaging customers’ support tickets. This person must be an organized and detail-oriented self-starter comfortable thinking critically and managing multiple priorities. 

This role will report directly to the Sr. Manager, Customer Experience and will work closely with Customer Experience Specialists on support issues as well as process improvements and other internal projects. This is a new role, critical to the ongoing growth and success of Sparkfund and our Projects business unit.  

Location

Sparkfund is a fully remote company with employees across the United States. This role is flexible on location, though candidates must be eligible to work in as well as based within the continental US. This role has no travel requirements. There might be opportunities for travel to Washington, DC and / or other US cities 2-3 times a year for organized team and / or company gatherings to collaborate with other members of the team / company, learn the ins and outs of our business, and contribute to our company culture.

Key Responsibilities 

• Communicate with the customer during and after installation, collecting and processing deliverables from the customer, including delivery confirmations.
• Draft and send certificates of completion, payment collection notices, and other project closeout deliverables, communicating and coordinating effectively with the customer as well as the Project Management, Construction, Legal, and Finance teams.   
• Coordinate customer training and onboarding to technology platforms and / or the installed efficiency equipment, ensuring the customer is satisfied with and comfortable using their new energy asset. 
• Administer and manage customer satisfaction surveys post-installation, reviewing and analyzing responses to identify areas for improvement within the installation process, product quality, and customer service. 
• Monitor and maintain customer satisfaction survey responses, trends, and reports for reporting and analysis purposes. 
• Monitor and triage support / service tickets customers submit via Zendesk – identify the key details within the ticket, collect and summarize the relevant details from the project documentation for the Customer Experience Specialist, and delegate the ticket to a Specialist based on workflow and urgency. 
• Manage daily inquiries from our overflow/after-hours service (AnswerConnect)—follow up on messages, monitor conversation flows, and share transcript feedback with the manager for any needed adjustments.
• Monitor data entry within Salesforce, Zendesk, and other systems, ensuring consistent data integrity for efficient reporting. 
• Organize and deliver regular dashboard reports from Salesforce and Zendesk to key stakeholders. 
• Collaborate with Customer Experience team members, the Delivery Operations team, and other Sparkfund teams on process improvements, striving to ensure our customers have the best experience with Sparkfund. 

Required Skills & Qualifications 

• 3+ years of experience in customer service roles or other relevant experience. 
• Demonstrated written and verbal business communication skills.  
• Strong detail-orientation and critical thinking skills, the ability to identify and synthesize critical information. 
• Strong initiative with the ability to learn proactively and adapt quickly within a fast-paced environment. 
• Effective organization and time management skills to manage multiple projects at one time, with a demonstrated ability to switch between contexts quickly and efficiently.
• Proven ability to demonstrate good judgment and composure in difficult situations.

Preferred Skills & Qualifications 

• Dedication to what we’re building at Sparkfund and making an impact through increasing access to energy efficiency across the economy.
• Comfort with day-to-day operations using software and cloud-based information management tools including Salesforce, G Suite, Asana, and Slack.
• Experience working with large energy companies (utilities, retail electric, oil & gas, or renewables)
• Experience in a fast-paced startup environment.
• Experience shaping or revamping the customer experience (CX).
• Proactive in identifying opportunities for improvement and recommending process improvements.

Benefits

• Competitive compensation with a budgeted annual range of $60,000 - $70,000 and stock option plans - we believe in shared ownership.
• Comprehensive benefits package including medical, vision, and dental insurance as well as disability and life insurance.
• Flexible vacation policy encouraging strong work life balance and paid time away. We also observe all federal holidays.
• 12 weeks gender-neutral paid leave for caregivers when they have a new addition to their families and an additional 4 weeks of paid leave for birthing parents.
• A one-time, work-from-home stipend to help cover any equipment, hardware, etc. you need to set up your remote office.
• A monthly allowance of $100 to help cover phone and WiFi expenses.