Customer Success Account Manager

Position Type: Full-time, hourly position that is eligible for overtime. This is a fully remote position that requires an efficient home office environment with reliable internet service.

Job Summary:

The Customer Success Account Manager is responsible for supporting the customer from post-sale to project completion.

Essential Functions:

The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

1. Provide consistent customer communication using the 1, 2, 3 call process:
   1. Introductory Call.
   2. Scheduled Confirmation.
   3. Close out call.
2. Manage a high-volume of cases.
3. Maintain case close time, meeting company targets.
4. Drive a superior customer experience:
   1. Act as the sole point of contact to the customer.
   2. Update new/changed customer information in the system.
   3. Provide project expectations to the customer.
   4. Communicate with the scheduling team to ensure installs and callbacks are completed promptly.
   5. Respond professionally and in a timely manner to customer calls and emails.
5. Assist customers with submitting Mass Save Rebates via the Mass Save website.
6. Initiate/collect project payments for customer accounts.
7. Perform additional tasks as required.

Education & Experience:

• High School diploma or equivalent.
• Bachelor’s degree in related field preferred.
• Proficiency working with MS Office.
• Proficiency working with Salesforce.
• Customer focused.
• Excellent communication skills.
• Ability to work independently or as part of a team.
• Time Management skills.
• Problem solving ability.
• Position requires proficiency in reading, writing, and communicating in English.

Supervisory Responsibilities:

This is an individual contributor position with no supervisory responsibilities.

Work Environment (May include one of the following based on location and business needs):

• Office Environment: This position is primarily based in an open office environment with typical office conditions; however, may occasionally be required to perform job duties outside the typical office setting.
• Hybrid position: This position is a flexible work model that combines remote and on-site work. When working remotely, the employee is required to have a workspace free of distraction during work hours to perform job duties.

Physical Demands:

• Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues.
• This job may require travel in a personal or company-provided vehicle.

Equal Opportunity Employer:

At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.