Bilingual Client Support Manager

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GoodLeap

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Roseville, CA, United States

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Summary:
The Bilingual Client Support Manager works with our partners to ensure we’re delivering the best customer experience possible. The CSM will leverage “Big Data” to identify areas of improvement with their clients and collectively work together on improving the customer experience. Additional duties such as client audits and pipeline management help to ensure customer expectations and GoodLeap standards are being met. We strive to be a reliable and trustworthy ally that always delivers for both our customers and Clients. Focusing on improving the customer experience and being a dependable teammate helps us live out our mantra of “finance made friendly”.

Essential Job Duties & Responsibilities:

  • Provide our customers with world-class customer service in Spanish and English
  • Be a supportive and collaborative partner our installers can rely on
  • Strategically partner with installers on ways to improve the customer experience
  • Act as the primary point of contact for escalated client issues, ensuring timely resolutions
  • Help resolve any questions or concerns our existing customers may have
  • Communicating with installers regarding past, present and future projects
  • Effectively managing a pipeline of projects to completion
  • Document client interactions and resolutions in the CRM system to maintain accurate records and track trends
  • Conducting monthly partner due diligence checks
  • Ability to analyze data and spot trends
  • Conduct collaborative investigations into possible fraudulent or suspicious activities
  • Provide timely and effective support to clients via email, phone, and chat
  • Maintain a positive and professional attitude in all client and customer interactions, building and maintaining strong relationships

Required Skills, Knowledge & Abilities:

  • Ability to multitask
  • Work independently and collaboratively
  • Effectively interact with high profile partners
  • Superior organizational skills
  • Exceptional verbal and written skills
  • Excellent problem-solving abilities
  • Ability to work well under pressure and manage multiple priorities effectively.
  • Flexibility to adapt to changing priorities and business needs.
  • Time management
  • Solar knowledge preferred
  • Bilingual in Spanish required

Compensation: $25.04/ HR