What are the responsibilities and job description for the Recovery Advocate Specialist position at PosiGen?
Summary
The Recovery Advocate Specialist assists customers with concerns or potential cancellations by addressing issues, completing necessary documentation, and guiding the project to completion. They also present additional work required for safety and project success and step in when the original sales rep is unavailable, ensuring continued support until installation is finished.
Essential Job Functions
- Engage with existing customers to ensure they stay on track for the completion of installation and activation of their solar systems.
- Consistently meet or exceed monthly retention and customer satisfaction goals.
- Collaborate with Sales and Operations teams to resolve customer issues efficiently and effectively.
- Handle live transfers and provide clear, accurate solar options for prospective customers.
- Assist customers in executing necessary documents and ensure they are equipped with the information needed to go solar.
- Present and complete additional documentation when additional scope of work is required for safety or project success.
- Maintain high levels of customer service throughout the customer lifecycle.
- Actively reach out to satisfied customers for referral opportunities.
- Work with sales leadership to provide feedback on customer concerns, share learnings, and implement best practices to prevent future issues.
- Take ownership of opportunities with customers who were sold by a former sales representative, guiding them through the process until installation is completed.
- Perform other duties as assigned by leadership.
Qualifications & Requirements
- Bachelor’s degree preferred.
- Must be 18 years of age or older.
- Minimum of 2 years of solar sales experience (inside or outside sales), with experience at PosiGen strongly preferred.
- Proven track record of success in a quota-driven sales environment, consistently meeting or exceeding goals.
- In-home sales experience is a plus.
- Strong experience resolving customer complaints related to sales, implementation, or project management.
- Proficiency with Google Workspace preferred.
- Salesforce experience is a plus.
- Bilingual in English and Spanish is a plus.
Physical Demands
The physical requirements outlined are essential for performing the core duties of this role.
- Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
- Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
- Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.
EEO Statement
PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.
