Customer Service Representative

Sunrise Systems, Inc. is seeking a Customer Service Representative to provide support for photovoltaic and battery energy storage systems. The role involves managing customer claims, ensuring effective communication between customers and technical teams, and maintaining organized records for timely resolution of inquiries.

Responsibilities:

• Provide customer support for photovoltaic (PV) and battery energy storage systems, addressing technical, operational, and warranty-related inquiries
• Receive, review, and analyze customer claims to determine validity, required actions, and appropriate routing for next processing steps
• Accurately categorize and sort claims in accordance with established workflows to ensure each claim is cleared to proceed to the next stage
• Act as a liaison between customers and manufacturer engineering and quality assurance (QA) teams, facilitating effective communication regarding technical issues, root cause analysis, and corrective actions
• Follow through on assigned claims from initial receipt through final resolution, ensuring timely progress, proper documentation, and closure
• Maintain accurate and organized records for each claim, including status, actions taken, and supporting documentation
• Prepare and present claim summaries, status updates, and relevant records to management as requested
• Perform administrative and operational tasks related to claim processing, tracking, reporting, and customer support activities

Requirements:

• 5+ years of experience in customer support, claims management, or a similar customer‑facing operations role
• Strong ability to organize, track, and manage multiple complex cases simultaneously
• Excellent written and verbal communication skills
• Comfort working directly with customers on unresolved or sensitive issues
• Ability to act as a central coordination point (“traffic control”) across teams
• Strong attention to detail and follow‑through
• Ability to work independently in a fast‑paced, remote environment
• Availability to work Pacific Time Zone hours
• Ability to manage long‑running cases without losing momentum
• Experience working with SAP (preferred but not required)
• Background supporting technical products or field service operations
• Experience coordinating with external vendors or third‑party service providers
• Familiarity with logistics coordination or administrative support activities
• Experience working with ticketing or case management systems
• Experience supporting solar, energy, or battery systems
• Exposure to Adobe Sign
• Order processing or logistics workflows
• Prior experience at a large, matrixed organization
• Comfort supporting both legacy and newer product lines
• Ability to act as a backup for existing employees on administrative or SAP‑related tasks