About SimpleFlow
SimpleFlow is a growing solar brokerage focused on providing homeowners with a smooth experience from their initial solar consultation through installation.
We are looking for a highly organized, proactive Customer Success Representative to serve as a consistent point of communication for our customers as their projects move through the process.
What You'll Do
Customer Communication & Support
- Handle incoming customer calls and assist or route customers to the appropriate team member.
- Communicate with customers by phone, email, and text throughout their project.
- Proactively contact customers who have not received an update within the established follow-up timeframe.
- Provide customers with available project updates and help ensure they remain informed throughout the process.
- Respond professionally and calmly to customer questions, concerns, and frustrations.
- Escalate customer issues to Project Management, Sales, leadership, or installation partners when necessary.
- Follow up on escalated issues to ensure the customer receives a response and the issue is brought to resolution.
CRM & Pipeline Management
- Review and update customer records and project statuses within our CRM.
- Maintain accurate notes documenting customer communications, updates, and outstanding concerns.
- Create, update, and complete customer follow-up tasks.
- Review the customer pipeline daily to identify accounts requiring attention or follow-up.
- Identify projects that appear stalled or are no longer progressing normally and escalate them to Project Management.
- Help maintain accurate and organized customer records across the pipeline.
Internal Coordination
- Communicate customer updates and outstanding issues to the Sales and Project Management teams.
- Coordinate follow-ups between customers and internal team members.
- Work closely with Project Managers and installation partners when customer questions require additional information.
- Help ensure important customer concerns do not fall through the cracks.
What We're Looking For
- Excellent spoken and written English.
- Strong verbal communication skills and confidence speaking with U.S.-based customers.
- Previous customer service, customer success, account management, or similar experience.
- Strong organizational and follow-up skills.
- Comfortable communicating with customers by phone, email, and text.
- Ability to remain professional, patient, and solution-oriented when working with frustrated customers.
- Strong attention to detail and commitment to accurate documentation.
- Comfortable learning and working within CRM and other web-based systems.
- Ability to manage multiple customers and priorities simultaneously.
- Self-motivated and able to work effectively in a remote environment.
- Reliable internet connection and a professional environment for customer calls.
Preferred Qualifications
- Previous experience working remotely with a U.S.-based company.
- Experience using CRM or project management software.
- Experience in solar, home improvement, construction, utilities, telecommunications, or another industry involving multi-step customer projects.
- Previous experience handling customer escalations or retention concerns.
Solar experience is preferred but not required. We are willing to train the right candidate who demonstrates excellent communication, organization, customer service, and follow-through.
What Success Looks Like
Our goal is simple: customers should never feel like they have been forgotten.
The successful candidate will help ensure customers receive consistent communication, CRM records remain accurate, outstanding issues are identified quickly, and the appropriate team members are held in the communication loop until customer concerns are resolved.
If you are proactive, organized, love talking with customers, and naturally take ownership of making sure things get followed through to completion, we'd love to hear from you.
Job Types: Full-time, Contract
Pay: $4,240.00 - $5,936.00 per week
Experience:
- Remote U.S. Based: 2 years (Required)
- Customer Service: 2 years (Preferred)
- Retention: 2 years (Preferred)
Language:
- Level C1 or C2 English (Required)
Work Location: Remote
