Solar Programs, Customer Support Associate Hybrid - Chicago, IL , Oakland, CA , Orange, CA, Portland, OR - US
Energy SolutionsLocation not specified
Full Time
Posted May 20, 2025
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Application opens on company website
Job Description
The Solar Programs Customer Support Associate provides customer service by responding to inquiries and resolving issues related to solar energy programs, supporting the company's mission to promote clean energy solutions and decarbonize the grid.
Key Responsibilities
- Answer inbound calls and emails from customers seeking solar program information, rules, procedures, and issue resolutions
- Maintain up-to-date knowledge of program guidelines and procedures
- Use knowledge base, guidebook, and other resources to respond to customer inquiries and resolve issues
- Escalate unresolved issues to appropriate parties and track follow-up to ensure resolution
- Collaborate with team, management, and clients on project support activities
- Respond to inquiries and complete tasks within specified service level agreements
- Use Salesforce to track cases and manage customer interactions
Requirements
- A bachelor’s degree or a minimum of 2 years of relevant work experience without a degree.
- 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.
- Experience with Salesforce preferred.
- Bilingual Spanish and English fluency strongly preferred.
- Ability to work in a hybrid work environment adjacent to one of the specified offices (Oakland, CA; Portland, OR; Chicago, IL) and be in the office at least once a week, preferably Wednesdays.
- Ability to 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 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 such as gathering needed information.
- Respond to inquiries and execute tasks within required service level agreement timeframes (SLA).
- Use Salesforce to track cases.
- Maintain up-to-date knowledge of program guidelines and procedures.
- Minimum of 2 years of relevant work experience or a bachelor’s degree.
- Ability to work in a fast-paced environment and handle multiple projects simultaneously.
- Ability to pass a background check, drug screen, and provide authorization to work in the U.S. indefinitely.
Benefits & Perks
Compensation range of $60,000 - $70,000 annually, commensurate with experience
Hybrid work environment with in-office presence at least once a week
Medical, dental, and vision insurance
Pre-tax contribution plans
Employee Stock Ownership Plan (ESOP)
Generous retirement package
Ready to Apply?
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