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Customer Care Associate

Generate Capital is hiring a Customer Care Associate to perform day-to-day activities related to revenue billing and customer management. Reporting to the Senior Customer Manager, the mission of this role is to excellent customer service and relationship management to all stakeholders.

About You

We are looking for someone with 2+ years of experience in customer support. Ideally, you are looking for a role on a fast-paced and innovative team with plenty of opportunity for growth and ownership of your work. You are organized and detail-oriented and love to make chaotic situations run smoothly. You understand the value of strong processes and will enthusiastically familiarize yourself with Generate’s software systems to provide excellent customer service.

 

What you will be doing at Generate Capital as the Customer Care Associate

  • First point of contact for Generate’s various customers via email and telephone
  • Provide excellent customer service and track all issues and resolutions within Generate’s asset management platform, judiciously escalating to appropriate internal parties as warranted
  • Reach out to customers with growing balances to inquire about collections
  • Assist asset management team with other general and administrative tasks as needed
  • Request from and follow up with internal departments for service requests
  • Work with internal departments for account balance disputes
  • Investigate invoicing disputes
  • Handle contract transfers and sales

 

Candidate qualifications & core characteristics:

  • A demonstrated passion for, or commitment to, our mission
  • Experience in reading and interpreting customer contracts and reconciling AR accounts
  • Excellent reading and comprehension skills
  • Highly organized and detail-oriented
  • Intermediate knowledge of Microsoft Office suite
  • 2+ years’ experience in providing customer service via email and telephone is a must
  • Unimpeachable integrity and glowing references
  • Excellent organizational and self-management capability
  • Demonstrated ability to work effectively in a cross-functional team
  • Ability to rapidly learn new concepts with minimal formal instruction
  • Outstanding communication and interpersonal skills, including empathy, intuition, and listening as well as strong writing and editing skills.
  • High level of self-awareness and humility, with excitement about confronting uncomfortable situations or new challenges
  • Intellectual agility, curiosity, and creativity; problem-solving is your default mode
  • Entrepreneurial spirit: flexibility, comfort with risk, recognition that “perfect can be the enemy of the good”
  • Experience in a growth company is preferable
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