Description:

Under general supervision, provides full account management support to business, commercial, industrial, national, and/or government customers. Handles customer requests and complaints and interfaces with vendor partners and management to resolve. May perform other customer support tasks such as claims processing and resolution, contractor invoices, enrollment, billing, fulfillment, etc. Minimum of 2 years of experience in relevant field (customer service, sales, customer accounting, claims and/or revenue recovery, etc). Requires high school diploma or equivalent.

Job Overview

We are seeking a well-qualified candidate who is passionate about driving the clean energy revolution by building a best-in-class residential financing program. As Account Specialist, you will be asked to:

• Become a main point of contact for our customers and provide exceptional support and problem solve to enable their success

• Manage each issue to resolution while providing clear communication and expectations

Job Overview

This position will be responsible for providing support to our customers (residential solar installation companies and consumers). This role will require gaining a deep understanding of the residential solar financing industry and applying this knowledge to answer any questions and solve problems that our customers may have. This position requires the availability to work 12:00PM-9:00PM EST, 2:00PM-11:00PM EST, and 9:00AM- 6:00PM. May include Saturdays.

Job Duties

• Troubleshoot and resolve technical issues related to our proprietary software platform, solar panels, inverters, monitoring systems, and other solar components.

• Collaborate closely with other departments to escalate and resolve complex technical issues promptly.

• Provide exceptional customer service through phone, email, chat, etc.

• Become an expert on both financing and sales/operations workflows

• Be a knowledge resource and an escalation point for our customers

• Provide solutions to problems while educating and training our customers

• Document customer interactions with accurate and detailed interaction logs

• Serve as a voice of the customer and work with the team to improve our program and processes

• Work with team members, supervisors and management to adhere to quality standards and achieve service level goals

• Proactively escalate potential issues or anomalies to management

• Identify and recommend improvements to our internal support tools and drive scalable solutions to support our growing customer base

• Create a positive work environment through collaborating with direct teammates and internal stakeholders

Preferred Qualifications

• Previous helpdesk or software support experience, preferably in the solar industry

• Strong proficiency using SaaS software

• Proactive and solution-oriented

• Experience in solar or motivated to learn more about the solar industry

• BA/BS degree or equivalent practical experience