Job Description

Job Description

If you are already employed by Lumio, and are applying as an internal candidate, please click on this link and log into Workday.

Once you are logged into Workday, search for the Find Jobs report in the search field.

About This Role

The Customer Loyalty Specialist- Closer is responsible for improving throughput by educating our customers on the benefits of solar, resolving and concerns they have, and coordinating with other internal teams to get the customers' solar project back on track and moving towards solar installation.

In addition to retaining customers, the Customer Loyalty Specialist will also do proactive outreach to prevent cancellations from our high-risk customers and increase top-of-the-funnel throughput.

The ideal candidate is a self-starting individual who is driven by teamwork, achieving goals, loves to provide top-tier customer service, and is hungry to build their book of business through various closing techniques and obtaining customer referrals.

Overall Responsibilities

Maintain professional and consistent communication with customers regarding their project

Resolve concerns regarding solar design, installation, and financing or any solar-related issues

Make and receive calls with customers regarding cancellation

Stay up to date on industry news and trends to anticipate the potential impact on our customers

Help installed customers without active financing obtain new financing to keep their solar projects active

Drive revenue to increase the profitability and efficiency of Lumio

Customer Loyalty Qualities

Empathy : the ability to act with compassion, lead with passion and curiosity, and a desire to understand without passing judgment or assumptions

Communication : encourages the team to reach for opportunities that stimulate analytical and open expression of ideas, while sharing goals, optimism, trust, and respect with others to achieve our mission

Extreme Ownership : the ability to own up to mistakes, take responsibility to correct them, and find effective, creative solutions

Belief : acknowledge that you are providing a value larger than an individual, and share the value that you and the team provide to others beyond the company

Resilience : the ability to motivate, support, and rally the team to push through issues that may arise and overcome problems

Growth mindset : an attitude that envisions and supports every individual’s growth, along with the team’s as a whole

Team building : constantly striving to build, enhance, and value all relationships between teammates, employees, and Better Earth to increase morale and reach goals

Qualifications

1 - 2 years of customer loyalty or retention-related experience

Phone sales or customer service experience preferred

Exceptional Verbal and Written Communication

Ability to handle conversations with escalated or frustrated customers related to their project concerns

Creative problem-solving and independent judgment

Organized and efficient, ability to prioritize and multitask

Solar experience in sales or operations is preferred

Comfortable with both inbound and outbound customer interactions

Ability to work evenings and Saturdays

Office Physical Demands :

The physical demands described below represent those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Remaining in a stationary position, often standing or sitting for prolonged periods.

While performing duties of this job, the employee regularly has to sit, stand, hear and talk.

Communicating with others to exchange information

Must be able to lift up to 25 pounds at times

What We Offer

Competitive Medical, Dental & Vision Options

Life Insurance

Paid Time Off (PTO)

401k Match

Ancillary Benefits

Employee Assistance Program (EAP)

Eleven (11) Observed holidays

Learning and Development

Legal Disclaimer

Lumio, Inc. is an Equal Opportunity Employer that values workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against based on disability.

For more information, please visit www.eeoc.gov.

ZR1 #LI-VC1