GlacierGrid is a leading energy industry player dedicated to providing innovative and sustainable solutions to meet the ever-growing demand for energy. GlacierGrid focuses on shifting and reducing electricity usage for commercial establishments.
Customer Support Representative (Phone)
Compensation
- Base: $50,000 -$60,000
- Equity: 0.05-0.10%
Responsibilities
- Manage inbound phone calls, emails, and chats in a timely manner, with empathy, and attention to detail.
- Become a product and solutions expert; quickly identify customer needs, clarify information, research issues, and provide solutions or alternatives.
- Proactively call unengaged, non-paying customers to bring their hardware online or churn their account, and call sites directly to troubleshoot any identified account issues to ensure a seamless experience with our products and services.
- Follow communication guidelines and SOPs when handling different customer inquiries and topics.
- Build sustainable relationships with customers and go the extra mile to engage them and collect feedback.
- Keep detailed records of all customer conversations and interactions in the company’s CRM, Hubspot. Ensure all Hubspot records you work with are updated according to our guidelines.
- Assist with customer escalations and utilize provided de-escalation tactics to retain the account.
Qualifications
- Degree in communications, or a related field.
- Excellent written and verbal, with a keen eye for detail.
- Strong preference for location in MST or PST
- Can clearly articulate technical solutions and understand technical issues.
- Strong analytical skills and the ability to interpret data and draw insights.
- Experience in support and phone communication roles required.
- Proficient with digital technology platforms.
- Strong interpersonal skills with the aptitude to drive collaboration and solve complex customer issues.
- Ability to translate complex technical concepts into easy-to-understand language.
- Excellent organizational skills, with the ability to manage multiple projects simultaneously.
- Self-motivated and able to prioritize tasks to meet deadlines.
- Knowledge of AI technologies such as Chat GPT to augment the support team activities
- Hubspot knowledge is deeply preferred.
- You are driven to work at companies that have a meaningful impact on stanching CO2e emissions.
About GlacierGrid
GlacierGrid is a technology startup that builds IoT-powered temperature monitoring and analytics, which prevent food, product, and energy waste, the major drivers of climate change. Deployed across industry leaders, including McDonalds, Burger King, Domino's, TGI Fridays, 7-Eleven and Wyndham Hotels, we partner with diverse organizations, from national restaurant brands to top supply chain businesses in food and healthcare, to increase profits while protecting our planet.
Founded by experienced entrepreneurs from Harvard, Columbia and UC Santa Barbara, we’re a mission-driven team passionate about food, climate and health. We are headquartered in San Francisco, and supported by experienced venture capitalists including Zero Infinity Partners, D. E. Shaw, Deciens Capital, Sequoia Capital, Govtech Fund, Collaborative Fund, and Social Capital.
Our Commitment
At GlacierGrid, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact.
