This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1143212

ABOUT THIS POSITION

With over 6,500 Suncommon solar systems installed and more than 1,000 CSA membership (and growing!) Questions are bound to come up. When they do, our Customer Support Specialists are here for our customers to answer technical and billing questions, resolve system errors, and to provide solutions to any other inquiries that come their way. Our Customer Support Specialists are committed to delivering the SunCommon Customer Experience: ensure easy, efficient, joyful engagement; provide above and beyond service; and help each customer recognize the value of being part of something bigger through their relationships with SunCommon

This intensive customer-focused function is equal parts relationship building and problem-solving with consistent and compassionate communication via phone and email to ensure each customer is getting the most out of their solar system. Technical knowledge of solar, an understanding of net-metering rules and utility specifics, and the ability to convey this information to customers in a relatable way are the foundation of the Customer Support Specialists work.

ESSENTIAL JOB FUNCTIONS

The Customer Support Specialist will:

• 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 customers 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 customers 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.