Phius is looking for a hands-on customer service leader with a talent and passion for understanding a customer’s unique needs and finding effective solutions to issues that arise.
Daily activities include promptly responding to customer support tickets, email communication and voicemail, and responding to a broad range of customer requests. Requests may range from providing system login support and helping with training enrollment to discussing Phius’ program options with future clients, or routing them to the right staff member. The person in this position must learn the organization, its programs, and its staff roles in order to answer questions or route inquiries.
Beyond daily duties, the ideal candidate will be a self-starter who will “own” the quality of interactions with our constituents to ensure their satisfaction. This also includes defining, and meeting, company-wide metrics for customer support resolution time. This will require active communication and collaboration with other Phius staff, including the training team and building certification team.
This is an excellent opportunity to join an established, growing team and step into a role with impact and room for growth. This role has the potential to expand into one that more directly supports other systems and programs.
Responsibilities
Communicate with Phius constituents daily to troubleshoot their issues and answer inquiries
Provide introductory information and guidance to prospective and existing constituents
Ensure constituents are satisfied with the level of service provided for the product or program purchased
Continually strive to improve processes and the overall constituent experience
Resolve any payment issues and provide refund support when needed
Work with the Phius team members to coordinate constituent experience from end to end
Utilize and schedule tasks in the Phius CRM (Zoho) as needed
Learn Phius’ CRM, training platform, customer portal, and other systems to provide support and streamline processes
Define appropriate company wide support metrics and work with the team to meet these metrics
Reliably track time/tasks
Minimum requirements
Strong communication and organization skills
Demonstrated effective and efficient problem-solving skills
Demonstrated reliable customer service experience, including phone call-backs
Proficiency with Google Suite (Docs, Sheets) required
Ability to learn, work, and grow in a fast paced environment
Job Type: Full-time
Ideal Requirements
- Interest in/familiarity with the architecture, engineering or construction industry
- Interest in/curiosity about energy efficient buildings
- Passion for sustainability or the environment
- Experience with CRM, LMS, ticketing systems, and other external customer related systems
To apply, send a resume and cover letter to jobs@phius.org (please include cover letter in the body of the email).
