Solar Customer Support Specialist

Description

Job Summary

The Solar Customer Support Specialist provides exceptional service to customers by addressing inquiries, resolving issues, and offering support related to solar products and services. This role involves responding to customer questions, troubleshooting technical problems, and ensuring a positive customer experience throughout the lifecycle of their solar systems.

Role Responsibilities

Customer Interaction:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner by assessing hardware, software, and network related issues on solar systems.
• Provide detailed information about solar products, services, and installation processes.
• Enthusiastically assist customers with understanding their solar energy systems and usage.
• Issue Resolution:
• Diagnose and troubleshoot technical issues with solar systems.
• Coordinate with technical support and field service teams to resolve customer issues.
• Determine the validity of product replacement requests and minimize replacements.
• Follow up with customers to ensure satisfactory resolution of their concerns.

Account Management:

• Update customer accounts with relevant information, service records, and notes.
• Process orders, service requests, and warranty claims.
• Assist customers with billing inquiries and payment processing.

Education and Support:

• Educate customers on solar energy benefits, system maintenance, and energy-saving tips.
• Provide guidance on monitoring and optimizing solar system performance.
• Create and update support documentation, FAQs, and troubleshooting guides.

Feedback and Improvement:

• Gather customer feedback and relay it to the appropriate teams for product and service improvements.
• Identify recurring issues and suggest solutions to enhance customer satisfaction.
• Participate in training sessions to stay updated on product knowledge and customer service best practices.

Essential Duties:

• Use designated system applications to manage various aspects of the job (Google Workspace, Mac OS, CRMs)
• Demonstrate a pleasant and professional disposition with each customer and employee.
• Represent Sol-Up and our brand with professionalism, integrity, and passion.
• Responsible for observing all laws, regulations and other applicable obligations wherever and whenever business is conducted on behalf of the Company.
• Performs other duties as assigned.

Requirements

Qualifications

• Typically requires a High School diploma or equivalent with at least 1-2 years of customer service experience, preferably in the renewable energy or technology sector. Experience with solar energy systems and products is a plus.
• MacOS and Google Workspace apps experience preferred.
• Strong problem-solving and analytical abilities.
• Effective organizational and prioritization skills, able to work in a fast-paced environment and balance tasks.
• Strong written and verbal communication skills to effectively communicate with employees at all levels of the organization, customers, as well as external stakeholders.
• Excellent interpersonal skills to build and maintain positive relationships with employees, management, and external contacts.
• Must have reliable attendance and transportation to the office.
• Authorized to work in the United States.

Physical Requirements

Must be able to:

• Lift or carry up to 30 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access all areas of the office with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external clients and contacts.
• Ability for prolonged periods of time to sit, walk, stand, stretch, bend and kneel.
• Work in a fast-paced and busy environment.
• Work indoors of the office, be exposed to various environmental factors such as, but not limited to, noise, dust, fragrance aromas. 
• We recognize and appreciate the value and contributions of individuals with diverse backgrounds and welcome all qualified individuals to apply. Sol-Up is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.

Compensation:

• $18 - $22 per hour, based on experience and abilities
• Discretionary bonus opportunities, based on performance

Schedule:

Full-time, at least 40 hours per week Monday through Friday in the office

Benefits:

Medical, dental, vision insurance

Life and supplemental health insurance

401k retirement plan and company match

Employee assistance program

Paid time off and paid holidays

Discretionary bonus plan based on eligibility 

Business referral bonus

Gym membership reimbursement

About Sol-Up

Sol-Up has been the backbone of cutting-edge technology while helping revolutionize solar engineering since 2009. We have been installing heterojunction technology on almost all our residential projects due to its superior efficiency and performance under extreme heat conditions. Sol-Up is committed to providing the latest solar energy system technologies at affordable prices in various markets such as Reno, NV, Boise, ID, and Southern California.

Sol-Up is more than Las Vegas’s premier provider of solar and battery storage systems including solar panels, Tesla Powerwall, and solar installation of solar systems. Sol-Up also offers Tesla Energy Tesla Solar Inverters and Tesla Powerwall 2,Tesla Powerwall+, and the Tesla Powerwall 3.

We are a full-service energy solution and conservation company offering top-tier products since 2009. Engineering is our foundation, and we thoughtfully design each system with passion and purpose, customizing your design with your high energy – power bill in mind, not an average power bill. We want to hit your usage with a knockout punch from the Nevada sun.

Our NABCEP Certified (the highest Solar Certification) Team provides honesty and integrity when designing your system with cutting edge solar technologies and competitive prices without compromise using our preferred Meyer Burger solar panels, SolarEdge, Tesla, and Enphase Inverter, Amana, HVAC or ProVia windows and doors. We have the proper solution for every household. Bundle up your solar system and save today!