Position Classification:

Non-Exempt, Full-Time

INCENTIVE AND SPIFF OPPORTUNITIES

At Sail Energy, our purpose is to provide people with safe, comfortable efficient homes. A Customer Success Expert is a key part of our ability to do just that. Position Summary The Customer Success Expert is responsible for creating an exceptional customer experience while taking ownership of every customer relationship from the initial contact through final resolution. This position serves as a trusted advisor by proactively identifying opportunities to improve the customer's comfort, safety, convenience, and overall experience. Customer Success Experts support customer retention, company growth, and customer lifetime value by educating customers on services, identifying opportunities, and strengthening long-term relationships. Every interaction should build loyalty by understanding what the customer values most, identifying opportunities to meet their needs, and delivering a higher level of service. Customer Experience & Account Ownership Serve as the primary point of contact for customers by phone, email, and in person. Own every customer interaction until fully resolved. Build lasting customer relationships through professionalism, deliberate understanding, empathy, and proactive communication. Maintain detailed account notes and follow through on commitments. Understand customer needs before solving and proactively recommend solutions before issues become problems. Customer Growth & Retention Ask, listen, and understand to identify opportunities to better serve customers during every interaction. Educate customers on automatic delivery, budget plans, service agreements, financing, and value-added programs. Uncover opportunities for equipment replacement, HVAC upgrades, propane conversions, and heat pumps. Generate qualified leads for Sales and Service. Encourage customer referrals. Protect customer relationships by reinforcing the value of Sail Energy. Process customer payments accurately. Support billing and accounts receivable efforts while preserving customer relationships. Product & Industry Knowledge Develop expertise in Sail Energy products and services. Clearly explain company programs and offerings. Understand heating, cooling, propane, and fuel delivery services. Required Knowledge, Skills & Abilities Minimum of two years of customer success experience. High School Diploma or equivalent. Home services industry experience preferred. Excellent inquiry and listening skills. Professional communication, organization, and computer skills. Positive and supportive personality. Competitive nature. Growth mindset and trusted advisor approach. Performance Expectations Customer Satisfaction. Retention. Service Agreement Growth. Budget Plan Growth. Qualified Opportunities. Referral Generation. Documentation Accuracy. First Contact Resolution. Contribution to Company Growth. EEO and ADA Commitment At Sail Energy, everyone matters and has a voice. We are committed to providing an environment of mutual respect where equal opportunities and reasonable accommodations are available to all applicants and team members. Decisions are based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, creed, national origin, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, genetic information, veteran status, age, or any other non-merit characteristic protected by federal or state laws. We will not respond to unsolicited third-party recruiters or agencies. If reasonable accommodation is needed to participate in the job application or interview process, please contact the Human Resources Department at hr@sailenergy.net or call 207-837-4130.

Pay:

$20.00 - $30.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Retirement plan Vision insurance Volunteer time off Work from home

Experience:

Home Service Industry:

2 years (Preferred)

Work Location:

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