Customer Service Associate

Our client is seeking an experienced Senior Customer Service Associate to support customer operations and serve as a key liaison between customers and internal Applications Engineering teams. This role is critical to ensuring high-quality service delivery, efficient case management, and consistent customer satisfaction.
Position Summary
The Senior Customer Service Associate will manage customer interactions across phone, chat, and email channels, while coordinating internal resources, tracking escalations, and ensuring timely resolution of all inquiries. The role also involves reporting, documentation, and identifying opportunities to improve customer support processes.

Key Responsibilities
Manage customer interactions via phone, chat, and email with a professional and customer-centric approach
Triage incoming requests and support tickets, prioritizing and allocating resources efficiently
Track escalated cases and ensure timely resolution with clear and consistent customer communication
Coordinate scheduling and support activities with Applications Engineers, including appointments and on-site support when required
Conduct follow-ups to confirm resolution and customer satisfaction
Prepare basic reports on recurring issues, trends, and service metrics
Create, update, and maintain internal documentation such as SOPs, FAQs, and troubleshooting guides
Identify opportunities for process improvement and collaborate with management to enhance efficiency and service quality
Work cross-functionally with engineering and sales teams to deliver a seamless customer experience
Qualifications & Experience
7–10 years of experience in customer service or customer support roles, preferably within a technical or renewable energy environment
Proven experience handling high-volume phone, chat, and email communications
Strong organizational and multitasking capabilities
Excellent written and verbal communication skills with a strong emphasis on professionalism and empathy
Experience using ticketing systems (e.g., Zoho Desk or similar), CRM platforms, and basic reporting tools
Demonstrated ability to document processes clearly and accurately
Strong problem-solving skills and the ability to remain calm when managing escalations
Education
High school diploma or equivalent required
Bachelor's degree in a related field preferred