Key skills
SalesforceCRMLeadershipCommunication
About this role
Role Overview
- Handle inbound customer contacts (calls, emails, chats) regarding solar system performance, billing questions, and account support
- Provide first-level troubleshooting and walk customers through basic steps to resolve issues
- Accurately log and update all customer interactions in the CRM system
- Set clear expectations on timelines and next steps
- Identify cases that require escalation to Tier 2 or specialized teams
- Follow established SOPs for routing high-priority or technical cases
- Gather and document all relevant details to ensure escalations are handled efficiently
- Demonstrate empathy and professionalism in every interaction
- Aim for first-contact resolution whenever possible
- Proactively educate customers on how to monitor their solar system performance and where to find helpful resources
- Follow all SOPs for customer communication and data security
- Adhere to service-level agreements (SLAs) for response times and resolution
- Provide feedback to leadership on recurring issues, trends, or process gaps
Requirements
- 1+ year of customer service experience (call center or BPO preferred)
- Basic familiarity with solar energy systems or willingness to learn quickly
- Strong verbal and written communication skills in English
- Ability to stay calm and professional under pressure
- Comfortable using CRM/ticketing systems (Salesforce preferred but not required)
- Detail-oriented and able to follow SOPs accurately
Benefits
- unlimited PTO
- medical, dental, and vision coverage
- paid parental leave
- retirement plans
- talent development
- career growth opportunities