Ygrene Energy Fund

Sr. Consumer Resolution Specialist (Social Media)

Job Locations US-CA-Petaluma
Job ID
2018-1724
Department
Consumer Resolution

Overview

Ygrene Energy Fund is a national leader in residential and commercial clean energy financing.  Founded in 2010, Ygrene’s award-winning, privately funded Property Assessed Clean Energy (PACE) program is revolutionizing the home improvement industry, making it easier for property owners to invest in their futures and a healthier environment. Ygrene is delivering greater choice for home and business owners by providing accessible and affordable financing for energy efficiency, renewables, water conservation, storm protection and seismic upgrades.  Recognized as one of the fastest growing asset classes in the country, PACE has proven to be a successful tool for supporting public policy initiatives, all without the use of public tax dollars or credits. To date, Ygrene has provided over $1 billion of private capital to more than 400 local communities, creating thousands of jobs and investing millions into local economies across the U.S.

 

This position will be responsible for initial research and responses to inquiries, comments, complaints and other contacts generated through social media and coordinates escalations or further communications; analyzes responses to social media activities and makes recommendations.  Manages the most complex consumer concerns, provides coaching and guidance, reviews exceptions and makes recommendations, and completes metric reporting.

Responsibilities

  • Monitors, pro-actively posts, researches, and reaches out to customers via online forums, blogs, and websites that are discussing the company and our products.
  • Identifies potentially negative discussions and works to improve into positive results by crafting personal responses to all inquiries found. 
  • Interfaces with customers via social media correspondence on the internet to resolve customer issues with products while exemplifying superior customer service and ensuring a positive experience with our company.
  • Provides quick resolution for customer and ensures all options for resolution are identified and evaluated. Follows escalation procedures as needed. When possible, answers the questions publicly on the native social media site where questions originate for community education. 
  • Crafts social media response to customer in a clearly written communication using proper grammar and syntax. Conveys information in a succinct and professional manner.  
  • Safeguards important customer and company information to maintain confidentiality. 
  • Listens actively to customer needs and demonstrates empathy.  May need to de-escalate difficult situations with great tact and respect for the customer’s needs.
  • Works with corporate communications, public relations, marketing communications and internally by analyzing volume of trends from all social platforms and report to the respective organization. 
  • Acts as an early warning system for the Company for support. Makes real-time decisions on when to proactively post around an event with approved messaging or when to send volume reports to senior leadership.
  • Manages escalation research and response for most complex consumer issues.
  • Provides coaching and mentoring to Consumer Resolution Specialist to help develop their knowledge and skillset.
  • Reviews and researches exception requests for rates and fee waivers, and makes recommendations for action.
  • Reports on escalation metrics including types of issues, number resolved, time to resolve, etc.
  • Provide suggestions and input relevant to building and improving upon the consumer escalation process.
  • Partner with Legal to handoff research on most complex cases involving potential litigation.
  • Notify Contractor Compliance of contractor issues and/or complaint trends to proactively address further opportunities for the issues to continue.
  • Research and help to collect on payments made to contractors in error.

Qualifications

  • Bachelor’s degree in business administration or related field
  • 4 years of experience in social media management, PACE financing, or related field.
  • Ability to speak Spanish, preferred
  • Thorough knowledge of PACE financing practices and processes.
  • Knowledge of social media platforms.
  • Knowledge of loan processing, underwriting, funding, lending, and/or marketing practices and procedures.
  • Knowledge of construction and/or real estate industry, preferred.
  • Strong influence and communication skills.
  • Exceptional organizational and time management skills
  • Strong verbal and written communication skills.
  • Meticulous attention to detail.
  • Ability to problem solve and conduct objective root cause analysis
  • Intermediate skill level with Microsoft Office, including Excel.
  • Ability to deal with conflict and interact with distressed customers to provide information in response to inquiries about products and services and provide resolution. 
  • Strong phone skills for use in the gathering of data for problem-solving and for communicating results to customers

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