Customer Operations Specialist

As a Customer Operations Specialist at Frontier, you will focus on providing top-notch customer support while managing operational systems for our client, Kopperfield. This includes processing inquiries, handling technical issues, and executing account setups, ensuring a smooth experience for customers in the electrical and HVAC industry.

The key responsibilities of a Customer Operations Specialist at Frontier include handling customer support through various channels, managing payment-related inquiries and subscriber questions, and maintaining CRM data integrity while supporting operational tasks for Kopperfield.

To qualify for the Customer Operations Specialist position at Frontier, candidates should have at least 2 years of experience in customer support or operations, mastery of the English language, and familiarity with CRM systems. Knowledge in technical concepts related to electrical, HVAC, or solar is also beneficial.

As a Customer Operations Specialist at Frontier, you can expect a fully-remote work environment. Our culture emphasizes flexibility, collaboration, and speed, mirroring the intricacies of a venture-backed startup and providing opportunities for professional growth.

At Frontier, our Customer Operations Specialists receive comprehensive onboarding, continuous training, and ongoing support from a team dedicated to helping you succeed. You'll also have the chance to contribute to projects that enhance the customer experience at Kopperfield.

The Customer Operations Specialist role at Frontier significantly contributes to Kopperfield's mission by ensuring effective communication with customers, facilitating onboarding, and delivering exceptional support. This allows Kopperfield to maintain strong relationships with contractors in their drive to accelerate home electrification.

The Customer Operations Specialist role at Frontier offers a fixed salary of around $8000 per year, along with a robust vacation and PTO schedule, making it a competitive opportunity in the remote job market.

When faced with difficult customer inquiries, I believe in staying calm and listening empathetically. I would stay composed, reassure the customer that their concerns are valid, and work collaboratively to find a resolution that’s both satisfactory and efficient.

In my previous roles, I have utilized CRM systems extensively to manage customer databases, document interactions, and track support tickets. I understand the importance of data accuracy and always ensure that CRM entries are up-to-date to maintain effective communication.

To ensure exceptional customer service, I focus on understanding the customer's needs, providing timely responses, and following up to confirm resolution. I believe in creating a positive experience that fosters customer loyalty.

In my previous position, I identified redundancies in our customer onboarding process. By implementing a structured checklist and automated messaging, I was able to reduce onboarding time by 30%, effectively enhancing our customer experience.

I prioritize tasks by assessing the urgency and impact of each inquiry. I try to address time-sensitive issues first, while still maintaining a balanced approach to ensure no inquiry is left unattended or delayed.

Kopperfield aims to accelerate home electrification through innovative software solutions for contractors. My understanding of their mission aligns well with customer operations, as my role will support their efforts in creating a smooth customer experience.

In the event of a technical issue that requires escalation, I would first gather all relevant details, inform the customer about the escalation, and follow-up to ensure the issue is resolved in a timely manner, maintaining clear communication throughout the process.

I document customer feedback systematically in the CRM and categorize it into actionable insights. I analyze trends to identify areas for improvement, which helps inform operational decisions and enhance overall customer satisfaction.

To maintain data integrity in the CRM, I would implement regular audits, inform the team about proper data entry practices, and encourage ongoing training to ensure everyone understands the importance of accurate data for customer interactions.

I adapt to changes by embracing continuous learning, staying updated with new procedures and technologies, and being open to feedback. I view change as an opportunity for growth and improvement of the customer experience.