Customer Onboarding Specialist - Hybrid Remote

Job Details

Location: Hybrid Remote (Based in Utah)

Schedule + FLSA: Full Time + Salary

About Torus

At Torus our mission is to empower individuals and communities to become their own renewable energy provider. Torus accelerates the transition from fossil fuel to hybrid to fully electrified homes by decentralizing power and makes it easier to live a renewables life by orchestrating and automating power use during renewable energy cycles.

As an employee of Torus, you will be proud of the work that you do, innovating new technology solutions to help save our planet. You will work in a supportive culture with other incredibly talented and intelligent people, creating new product offerings in the renewables industry. You will have growth opportunities as we have a culture that supports your personal and professional development.

About The Role

As a Customer Onboarding Specialist at Torus, you are the curator of magic moments. With the in-depth expertise of the products and services Torus has to offer, you will guide customers —and their homes’— journey forward to living a renewable lifestyle. You bring a passion for people, education, technology, and clean energy solutions with you and, quite literally, to the customer’s home. With a high-energy, intuitive, and engaging style, you will deliver personalized onboarding experiences and on-going tailored support. Your success will stem from being customer obsessed, adapting to the unexpected, and tackling all challenges with a flexible and solution-oriented mindset.

Responsibilities

• Diagnose and/or troubleshoot issues with a Torus Station remotely and on-site.
• Deliver a transformative and purposeful experience when onboarding customers to their Torus Station.
• In this role, you will serve as the primary point of contact for our customers after Torus Station installation.
• Take on additional projects, duties and assignments as required and/or by request from leadership.
• Tailor your approach to each customer by uncovering their needs and producing a personalized interaction.
• Drive a company vehicle to customer locations to conduct in-person Torus Station onboarding.
• To be the ‘subject matter expert, the Customer onboarding Specialist needs a deep and thorough understanding of the Torus product suite including hardware, firmware and software solutions.
• Possess a high level of brand and product expertise, staying up to date on all Torus product offerings.
• After a Torus system is installed the Customer Onboarding Specialist will introduce the system to the customer and educate the customer on how the system works, how to optimize energy loads so they can live a renewable lifestyle, and set them on the path to saving money and saving the planet.
• Focus on building lasting relationships to increase customer retention, by sharing your passion for our product, community and culture.
• Develop monitoring and communication plans to improve customer engagement, system performance, and provide expansion recommendations..
• Be the Voice of the Customer by sharing meaningful feedback from your interactions with customers and how they experience Torus’ products and services.
• Utilize your training, skills, and operational toolkit to solve customers’ product needs or questions, often working closely with internal teams to create a seamless support experience.
• Ensure customer experience is authentic, engaging, educational, and aligned with Torus’ core values and culture.

Experience You’ll Need

• 4+ years experience in customer service required; field marketing, sales, education, or hospitality environment preferred
• Ability to efficiently self-manage time, calendar, and multiple customers
• Management of multi-channel communications
• High aptitude in working with technology including hardware, firmware, and software
• Reliability, flexibility, and a strong reputation for attendance
• Solar and/or renewable energy experience is preferred, but not required
• Development of processes and recommends process improvements
• High School Diploma or GED required
• Communicate in a professional and well-spoken manner on a consistent basis regardless of your audience.

Working Conditions

This position is a hybrid, remote role. You will conduct your work both at installation locations throughout Utah and remotely from your home office. You will drive a company vehicle to installation locations and may be exposed to unpredictable weather conditions.

• Must have a valid UT driver’s license
• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays
• Ability and willingness to travel throughout northern Utah; and, based on business needs to support other market launches and operations

Physical Requirements

• Regular and predictable attendance, including occasional evenings, weekends, and holidays.
• Ability to communicate information so others can understand. Must be able to exchange accurate information in these situations.
• Must be capable of standing, bending, and executing repetitive tasks for prolonged periods of time.
• Must have the ability to safely lift and move objects weighing up to 50 lbs.

Who You Are

• Self motivated and determined to create a positive customer experience
• Motivated with a willingness to jump in and solve problems
• Friendly, patient and willing to go the extra mile
• Customer obsessed!
• Aligned to Torus’ mission: Empower individuals and communities to become their own renewable utility provider.
• Comfortable working in a startup environment
• All candidates are subject to a background check.

Our Perks & Benefits

• Employee rewards package includes equity
• Unlimited PTO
• Paid parental leave
• Comprehensive medical, dental and vision coverage
• 10 paid holidays per year
• 401(k)

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