Responsibilities
- Manage incoming customer inquiries via phone, email, and chat related to solar energy system performance, billing, and account management.
- Perform initial troubleshooting and guide customers through basic resolution steps.
- Record and maintain up-to-date documentation of all customer interactions in the CRM platform.
- Communicate clear timelines and next steps to set accurate customer expectations.
- Recognize and escalate complex cases to Tier 2 or specialized support teams when necessary.
- Follow defined procedures for directing urgent or technical issues to appropriate channels.
- Collect and document all pertinent case details to support efficient escalation handling.
- Maintain a professional, empathetic tone in all customer engagements.
- Strive to resolve customer issues during the first point of contact whenever feasible.
- Educate customers proactively on monitoring their solar system and accessing support resources.
- Comply with standard operating procedures for all customer communications and data protection protocols.
- Meet established service-level agreements for response and resolution times.
- Report recurring issues, customer trends, and process inefficiencies to management for improvement.
Benefits
- Unlimited paid time off
- Health insurance including medical, dental, and vision
- Paid leave for new parents
- Retirement savings plans
Work Arrangement
Remote
Work Arrangement
Position is remote based in the Philippines.
Other
- Employment is contingent upon the successful completion of a background check.
- Equal Employment Opportunity employer: does not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, protected veteran status, disability, or other protected statuses.
- Applicants are invited to voluntarily self-identify for demographic reporting (gender, race/ethnicity, sexual orientation, disability, veteran status, etc.) for compliance with federal contracting requirements.
