What are the responsibilities and job description for the Customer Service & Service Manager position at My Generation Energy?
The Customer Service & Service Manager is responsible for handling customer inquiries, managing service requests, troubleshooting technical issues, and overseeing service-related operations. This role requires strong communication skills, technical knowledge, and the ability to coordinate scheduling, billing, and remote support for solar energy systems.
Key Responsibilities
Customer Service & Reception
- Answer and manage incoming calls, emails, and customer inquiries.
- Provide friendly and professional customer support regarding service requests and general inquiries.
- Assist customers with troubleshooting basic technical issues related to their solar system.
- Address and resolve customer concerns efficiently, escalating issues when necessary.
Technical Support & Troubleshooting
- Offer remote assistance for customers experiencing issues with their solar energy systems.
- Guide customers through basic troubleshooting steps for Enphase monitoring and other system components.
- Manage Return Merchandise Authorizations (RMA) with Enphase and other manufacturers.
- Coordinate with field technicians to diagnose and resolve service issues.
Service Coordination & Scheduling
- Maintain and manage the service calendar to schedule customer site visits and repairs.
- Assign and dispatch service technicians as needed.
- Ensure timely follow-ups on service appointments and resolutions.
Estimating & Billing
- Prepare estimates for service-related work based on troubleshooting and customer needs.
- Generate invoices and manage billing for completed service jobs.
- Communicate pricing and service costs to customers clearly and professionally.
Administrative Support
- Maintain accurate records of customer interactions, service tickets, and resolutions.
- Work closely with the operations and installation teams to ensure seamless service delivery.
- Assist with warranty claims and service documentation.
Qualifications & Skills
- Strong customer service and communication skills.
- Experience handling phone calls and troubleshooting technical issues remotely.
- Familiarity with Enphase systems, solar energy components, and RMAs is a plus.
- Ability to multitask and prioritize service requests effectively.
- Proficiency in scheduling software, CRM systems, and billing tools.
- Detail-oriented with excellent organizational skills.
This position is ideal for a problem-solver with a customer-first mindset and the ability to manage multiple aspects of the service process. If you are passionate about renewable energy and delivering exceptional service, we encourage you to apply.
Reports to the VP of Operations