Lead Technical Services Care Specialist

We have an opportunity for a motivated individual to fill the role of Lead Technical Services Care Specialist. In this position, the successful candidate will be responsible for supporting the successful ticket resolution and customer satisfaction of the Technical Services team.

Why this Role is Important:

Budderfly installs a variety of advanced technologies to save energy on our customers’ sites. Ensuring that these technologies operate efficiently and without issue is vital to the success the organization. This role is for a key player among the impactful team which is tasked with ensuring that these technologies continue to operate at the utmost efficiency while ensuring optimal customer satisfaction. They will do this by leading the team that resolves Technical Service issues for customers as a part of the Technical Services team. The successful candidate will have a background in customer satisfaction and support in addition to previous Budderfly customer support experience.

Responsibilities:

• Leads and monitors Technical Services Care Specialist team’s day-to-day functions
• Ensures that team members own the customer experience from beginning to end (in combination with Technical Support Associates) for Technical Services reported issues
• Acts as the primary liaison between team members and management or other teams
• Provide dedication to improve customer service and business productivity
• Proactively reach out to customers regarding the current standing of reported issues (ticket statuses)
• Provide excellent and timely customer service through phone, email, and chat
• Ensure utmost customer satisfaction (internal and external to Budderfly) throughout the Technical Services ticket process

Works to improve customer satisfaction throughout the Technical Services issue resolution process

Desired Skills and Experience:

• Enjoys inspiring growth and learning in other team members
• Strong interpersonal, analytical, verbal and written communication skills
• Coordinating multiple daily tasks concurrently
• Demonstrated experience in customer phone service
• Able to work as a team player and independently
• Creative problem solver with ability to multi-task
• Ability to work rotational weekend/holiday call
• Passion for energy savings
• Maintaining positive relationships with customers
• Enjoys continuous learning, as supported by your organization, both technically and professionally
• Excellent verbal and written skills.
• Work across / with organization Teams.