Customer Support/Intake & Scheduling Specialist

Solar Power Pros is a company dedicated to solar energy solutions, and they are seeking a Customer Support/Intake & Scheduling Specialist. This role involves managing customer inquiries regarding solar and battery systems, coordinating service schedules, and ensuring customer satisfaction throughout the service process.

Responsibilities

• You will be the first point of contact for customers who reach out and have questions or need service to their existing solar and battery systems
• Field customer inquiries, identify service needs and coordinate with the service team to address customer system issues
• Convert service leads to actionable service jobs
• Define service job scope with customers with possible additional service offerings
• Estimate costs and labor required for service jobs
• Forward service contracts to customers for review and approval
• Coordinate with the internal teams and customers to ensure project scope and requirements are documented
• Develop and maintain field service schedules
• Follow-up with customers throughout the service process
• Work with vendors to secure warrantied equipment & applicable labor reimbursements
• Coordinate equipment deliveries and pickups
• Identify service process issues and provide feedback to help improve customer satisfaction, service efficiency and effectiveness
• Create annual production status reports for customers
• Working with building departments to secure service permits and coordinate service inspections
• Report periodic service project health and status to Company management
• Other duties as assigned

Skills

• Handle inbound service requests and inquiries from residential and commercial customers on their existing solar and battery systems
• Develop and maintain weekly service team schedules and dispatch service technicians to resolve system issues
• Strong focus on customer phone communication
• Communicate with customers, internal teams and vendors throughout the service repair process
• Gain knowledge on solar equipment functionality, equipment compatibility, and remote diagnostics
• Provide feedback on processes to help scale and streamline the service department
• Field customer inquiries, identify service needs and coordinate with the service team to address customer system issues
• Convert service leads to actionable service jobs
• Define service job scope with customers with possible additional service offerings
• Estimate costs and labor required for service jobs
• Forward service contracts to customers for review and approval
• Coordinate with internal teams and customers to ensure project scope and requirements are documented
• Develop and maintain field service schedules
• Follow-up with customers throughout the service process
• Work with vendors to secure warrantied equipment & applicable labor reimbursements
• Coordinate equipment deliveries and pickups
• Identify service process issues and provide feedback to help improve customer satisfaction, service efficiency and effectiveness
• Create annual production status reports for customers
• Work with building departments to secure service permits and coordinate service inspections
• Report periodic service project health and status to Company management
• Other duties as assigned
• Strong communication skills with the ability to present complex information clearly to diverse audiences, including customers
• Ability to estimate service needs and plan resources within a schedule
• Familiarity with solar and battery system is preferred but not required

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Company Overview