Solar Customer Support Specialist
SunCommon
- Waterbury, VT
- $20.00-22.00 per hour
- Permanent
- Full-time
- Deliver exceptional customer service by creating joyful customer engagement, responding promptly to inquiries, solving technical problems through remote service questions.
- Serve as the first point of contact for customers seeking information or assistance about their SunCommon product(s).
- Efficiently manage a queue of technical and non-technical cases, including remote maintenance and scheduling on-site service visits.
- Understand each customer's relationship with their solar products in order to effectively communicate, tailor responses, and convey the value of being “part of something bigger”. Whenever possible, connect customer's goals to SunCommon initiatives, products, referral programs, ect.
- Tenaciously approach problem-solving with a drive to uncover the root of the issue and determine the best solution.
- Troubleshoot monitoring inquiries by identifying the appropriate equipment and potential problems.
- Perform production analysis and review the results with customers.
- Walk customers through equipment re-sets.
- Initiate Return Merchandise Authorizations (RMAs) as necessary.
- Serve as a resource for customers inquiring about federal Income Tax Credit (ITC), selling/buying a home with SunCommon products installed, solar performance in varying solar performance in varying weather conditions, and more.
- Help Community Solar Array customers (CSA) navigate membership changes.
- Keep current with changing solar technologies and related equipment used by SunCommon.
- Ensure accurate, thorough and timely documentation in Salesforce and other systems.
- Contribute to the achievement of team goals.
- Top-notch customer service skills. A passion for delivering a joyful customer experience, including the ability to identify and use the most effective communication tool for the situation.
- A strong commitment to SunCommon's purpose and vision.
- Tenacity. The candidate must gain great satisfaction from a job well done and 100% complete.
- Accountability. Takes ownership of actions and is driven to achieve goals.
- Adaptability. Thrives in an ever-changing environment, and meets tight deadlines. Able to effectively juggle multiple priorities at once.
- A Solutions-Oriented Mindset. Able to quickly identify effective, efficient resolutions to challenges. Asks “how could we” and proposes paths forward.
- Team Player. Demonstrated experience as a strong team member with superior oral and written communication skills, and solid relationship building skills. Gives and receives feedback graciously.
- Solar Smarts. Have knowledge of (or be able to quickly learn) solar equipment, CSA memberships, net metering programs, and utility-specific information.
- Computer Proficiency, Comfort with Microsoft Office suite, Google, Salesforce, and data management. Maintain accurate and timely records in Salesforce, Google Calendars, and other systems.
- Remote customer service experience strongly preferred.
- For the employee and their family, fully paid medical premiums as well as a significant contribution toward medical deductible expenses.
- For the employee and family - fully paid dental premiums.
- 3 weeks paid personal leave (combined vacation and sick) for year 1; 4 weeks for year 2 and beyond.
- 10 paid holidays annually
- 401k company match 1:1 up to 3% of salary that the employee sets aside, then a 1:2 match for 4 or 5%
- Student Loan Paydown Program
- Employee Assistance Program (EAP)