Customer Support Specialist III

Brief Description of Sunnova

Sunnova (NYSE: NOVA) is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.

At Sunnova, we embrace diverse perspectives, vibrant creativity and forward-thinkers who share our zeal for a sustainable future. A career with us means pushing beyond traditional limits, exploring new horizons, collaborating with like-minded peers, and transforming the energy industry for the better.

If you're excited about being a part of the fastest-growing segment of the energy industry, we encourage you to apply!

Customer Care Support III Position

As a Customer Support Specialist III, you will be responsible for providing daily phone support and emails to Sunnova’ s customers, assist in monitoring of system control of reports, inputting data into Salesforce, and provide support to CSS I and CSS II agents as needed. The CSS III position is an individual production position and reports directly to a Contact Center Supervisor. The workday as a CSS III may be segmented into several duties: inbound/outbound phone production, CSS I agent mentoring and assistance as well as take on escalated calls to support leadership when needed; customer email correspondence and daily reports. These segments are assigned by the supervisor and may change daily based on the company needs. A CSSIII main role is to find areas of opportunity for process and procedures as new products are introduced and prepare such for CSS I agents to take over once ready. Specific daily goals, monthly goals and working shifts are subject to change at any time based solely on company needs.

Responsibilities

• Take on new product projects by managing the process and procedures from beginning to end. They will take on the calls, emails, and all product changes in order to make process and procedures to best assist the customers.
• A CSS III must have the ability to recognize areas of opportunity to improve process and procedures.
• A CSS III needs to be detail oriented, able to execute while on the phone with customer and excel on the customer experience.
• Accepting and/or initiating the minimum required number of calls daily.
• Address escalated system and/or billing issues.
• CSS III will assist with Tech Support when customers need assistance
• All CSS III are expected to provide extensive and exceptional customer service.
• Answer inbound support phone calls and respond to emails from customers.
• A CSS III is also expected to provide a seamless solution rendering experience to all customers and the entire Sunnova team.
• A CSS III is expected to maintain and improve quality results by following company standards and recommending improved policies and procedures.
• A CSS III may also be asked to participate in discussions with the operations management teams regarding the goals and processes.
• Responsible for the daily operational reports and cases.
• Perform any other duties as assigned. 

Minimum Requirements

• High School Diploma 
• Minimum 5 years’ experience in a customer service role
• Ability to work at a computer and talk on the phone for 6-8 hours per day
• PC skills: Microsoft Office - Excel, Word, & Outlook 

Preferred Qualifications

• Bachelor’s Degree
• Previous call center experience 
• Bi-lingual (English and Spanish) 
• Salesforce experience

Working Conditions

• Open-office environment

Sunnova offers a generous employee reward package that includes:

• Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.
• Competitive compensation & annual bonus
• Paid time off, including 10 holidays and Paid Parental Leave
• Cell phone allowance for many roles
• Free access to onsite fitness center in Houston and/or discounted fitness memberships through health provider
• Complimentary garage parking in Houston

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

We appreciate the capabilities of artificial intelligence (AI), and we are looking to hire real people. If you use AI for any part of the job application process, we highly encourage that you review any AI generated content to ensure your personality and unique capabilities are highlighted. We reserve the right to disqualify candidates that we reasonably believe solely relied on AI generated content in the application process.

If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.