Solar Programs, Customer Support Associate

Summary

Join Energy Solutions as a Solar Programs Customer Support Associate and contribute to the climate solution by providing excellent customer service to clients seeking information on solar programs. You will be responsible for answering inbound calls and emails, resolving customer issues, and collaborating with the team to ensure timely resolution. This hybrid role requires working in the office at least once a week in Oakland, CA, Portland, OR, or Chicago, IL. The position offers a competitive salary and a comprehensive benefits package. Energy Solutions is committed to diversity, equity, and inclusion, and encourages applications from all backgrounds. This role is instrumental in helping the company achieve its mission of delivering large-scale energy savings.

Requirements

• Bachelor’s degree preferred
• A minimum of 1 year of relevant work experience
• Ability to listen, comprehend, communicate, and resolve moderately complex technical topics
• Have a pleasant and clear phone demeanor and professional tone, superior organizational skills, and the ability to quickly adapt to unexpected changes
• Ability to function as a team player and multi-task between various projects to help meet and exceed program goals
• Excellent verbal and written communication skills
• Excellent time management and multi-tasking skills
• Excellent personal accountability and quality control practices
• Proficient in Microsoft Office Suite

Responsibilities

• Maintain up to date knowledge of program guidelines and procedures
• Respond to program inquiries via telephone and email in a timely, professional, helpful, and courteous manner
• Use general knowledge, program guidebook, data stored in knowledge-base, and other sources of information to answer client questions and/or resolve issues
• Forward client inquiries to appropriate parties when not able to resolve, and maintain ownership by tracking and following up to ensure resolution
• Collaborate with team, management, and clients regarding other project support activities (e.g., gathering needed information)
• Respond to inquiries and execute tasks within required service level agreement timeframes (SLA)
• Use Salesforce to track cases
• Ad hoc projects as needed

Preferred Qualifications

• Experience with Salesforce preferred
• Bilingual (Spanish and English fluency) strongly preferred

Benefits

• Medical, dental and vision insurance
• Other pre-tax contribution plans
• Employee Stock Ownership Plan (ESOP)
• Generous retirement package