Customer Care Specialist

Redaptive is seeking a highly motivated and experienced Customer Care Specialist to join our team. In this role, you will work directly with customers to resolve their issues and ensure their needs are met with Redaptive’s solutions. You will use your excellent communication skills, empathy, customer-first problem-solving skills, and attention to detail to deliver best-in-class support experiences for Redaptive customers. You will partner with internal and external stakeholders to identify opportunities and implement changes to make the customer care processes more efficient and effective.

• Customer Support:
• Empower the Customer Care team to efficiently address customer issues on a larger scale by effectively communicating with customers, resolving their issues, answering their questions, and assisting them with their needs.
• Resolve customer issues effectively and promptly, demonstrating empathy and a sense of urgency.
• Track and communicate updates and status related to ongoing customer issues.
• Provide RMA support as needed, working with product manufacturers to ship out warranty and non-warranty parts.

• Account Management:
• Maintain and manage client accounts, ensuring all information is up-to-date and accurate.
• Develop strong relationships with clients, understanding their needs and preferences.
• Build a deep understanding of our customers’ needs and ensure a high level of customer satisfaction.

• Collaboration:
• Effectively collaborate with teams across Redaptive to find the best solutions for customer issues.
• Collaborate with vendors and internal stakeholders to solve customer needs and drive improvements in the customer experience.
• Work closely with the Finance team to prepare and submit service billings and invoices as defined by individual customer contracts.
• Provide support to ancillary teams to process certificates of insurance requests, subcontract paperwork, permits, schedules, etc.
• Provide parts ordering and P.O. creation support as needed.
• Process change order requests for our vendors.

• Continuous Improvement:
• Capable of addressing ambiguous problems by proposing, designing, and implementing effective solutions, and proficient in directly communicating with customers to independently resolve their issues.
• Stay updated on industry trends, best practices, and Redaptive’s product offerings.
• Participate in training and development programs to enhance customer service skills.
• Contribute to the development of customer service policies, procedures, and standards.
• Identify opportunities to standardize and optimize existing processes.

• Strong customer empathy. You are passionate about all thing’s customer service related.
• Build a deep understanding of our customers’ needs.
• Maintain a strong sense of urgency to promptly resolve customer issues.
• Adaptable, flexible to changing priorities and excellent problem-solving abilities.
• Organized with an eye for detail. Follow-up and drive tasks to completion.
• Excellent presentation, analytical, written, and verbal communication skills.
• Take ownership and demonstrate accountability for assigned tasks.
• Skilled in identifying opportunities to standardize and optimize existing processes.
• Passionate about Redaptive’s mission to transform the way resources are consumed, making buildings better for people, the planet, and the bottom-line.
• Have an ergonomically correct and functional work-from-home workstation set up; amenable to a hybrid of working from home and in an office setting in Pune, Maharashtra.

• 5+ years of experience of working in a customer support environment.
• Experience providing support to the Lighting, HVAC, electrical, building engineering, metering, or other related industry preferred.
• Experience with Salesforce, Sitetracker, Asana, and Microsoft Suite is highly preferred.