Remote Operations Associate

Summary

Join Tetra's Operations team as an Operations Associate to own the majority of the customer experience, taking full ownership of the experience after homeowners have chosen Tetra for their home energy upgrade and once they've completed our post-sale document collection and financing process. This includes conducting a virtual walkthrough of the home, communicating any required changes to the customer and updating documentation, ordering equipment and materials for the install, scheduling the install with a qualified HVAC contractor in our network, serving as a primary point of contact for both customers and contractors prior to and during the install, being a resource after the install if issues arise, and for when we begin to sell additional products and services to homeowners. Manage a portfolio of customers at various stages of the above process, strategically prioritizing and shifting focus as needed to keep our operational pipeline running smoothly.

Requirements

• Excellent execution skills
• An Operations Associate needs strong project management and time management skills, owning dozens of customers that might require action at any given time. You’ll be equipped with best-in-class and ever-improving tools and processes, but those alone won’t create success. Succeeding in this role will require staying very organized and being able to manage workload deftly and re-prioritize quickly when needed
• Strong communication skills
• This role involves frequent customer and contractor interaction, so a customer service mentality and thoughtful communication are key
• A team-centric approach
• The Operations Associate will coordinate closely with a variety of internal team members, including Sales Reps, Contractor Success Managers, and other Operations Associates. Especially given our early stage, having open, positive communication and a willingness to jump into problems you didn’t create or don’t technically “own” in service of the team is essential
• HVAC understanding
• Success in this role will benefit from understanding the nuances of installing HVAC systems in homes, though it isn’t a must. What is a must is an ability to quickly learn about the products we sell and a desire to make us better at solving the challenges we run into

Responsibilities

• Take full ownership of the experience after homeowners have chosen Tetra for their home energy upgrade and once they've completed our post-sale document collection and financing process
• Conduct a virtual walkthrough of the home, or coordinate an in-person one with a contractor
• Communicate any required changes to the customer and update documentation
• Order equipment and materials for the install, and coordinate deliveries
• Schedule the install with a qualified HVAC contractor in our network and any additional contractors needed to complete the work
• Serve as a primary point of contact for both customers and contractors prior to and during the install, organize logistics, and troubleshoot problems as they arise
• Be a resource after the install if issues arise, and for when we begin to sell additional products and services to homeowners
• Manage a portfolio of customers at various stages of the above process, strategically prioritizing and shifting focus as needed to keep our operational pipeline running smoothly
• Work as part of an Operations team to identify problems and inefficiencies in our process, ideate solutions, and implement them
• Consistently demonstrate good judgment and accountability by making thoughtful decisions when the path is not clear and communicating effectively with your manager
• Own individual goals around revenue realization, customer satisfaction, average time to install, and gross margin
• Help cover for fellow Operations Associates and onboard new ones as needed
• Help our Product and Engineering teams understand the inefficiencies in your work, as well as the pain points our customers experience, to assist in building technology to solve these problems