Customer Service Specialist, Northeast

About the role

The Customer Service Specialist will be the first point of contact for potential customers, solar/battery installers, and consumers. The goal of this position is to support customers via phone and online, providing product information or technical support, handling warranty questions for timely resolutions while maintaining excellent standards of service. Depending on the type of customer and inquiries, the Customer Service Specialist will triage and coordinate follow-ups with internal teams.

Responsibilities

• Provide information to customers regarding existing solutions and know when to escalate.
• Handle inbound calls, emails, and live chat inquiries from customers regarding solar product issues or concerns.
• Provide basic technical support and troubleshooting for common solar system issues, guiding customers through problem-solving steps.
• Open, manage, and track customer service tickets, ensuring timely resolutions and follow-ups.
• Identify when issues need to be escalated to technical specialists or on-site service teams and ensure smooth handovers.
• Maintain accurate records of customer interactions, troubleshooting steps, and issue resolutions in the CRM system.
• Work closely with the technical, sales, and service teams to resolve customer issues and improve the overall support experience.
• Provide guidance on proper system usage and maintenance to minimize repeat issues.

Required Qualifications

• Education: Associate degree in Technical, Computer Science, Information Technology, Engineering, Business, Education, Statistics, Technology Management, Mathematics, or equivalent experience.
• Experience: 1+ years in the solar industry with an understanding of solar products, systems, and common customer issues; 2–5 years in customer support or a related role, preferably in the technical or energy sector.
• Technical Knowledge: Basic understanding of solar energy systems (PV and BES) and ability to communicate technical concepts to non-technical customers.
• Communication Skills: Excellent verbal and written communication; able to explain complex information clearly and concisely.
• Problem-Solving: Strong troubleshooting abilities and a solution-oriented mindset.
• CRM Proficiency: Experience with customer support software (e.g., Salesforce, Zendesk) and ticketing systems.
• Adaptability: Ability to handle a fast-paced, high-volume environment with shifting priorities.
• Teamwork: Collaborative spirit with a willingness to work closely with various teams to ensure seamless customer experience.
• Attention to Detail: Strong organizational skills and ability to document issues and resolutions meticulously.
• Travel: Up to 10% for training or onsite team meetings.

Preferred Qualifications

• Experience with Salesforce Service.
• Bilingual in English and Spanish.

Compensation

In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is:

• Zone 1 (Bay Area, NYC): $78,500 – $94,200
• Zone 2 (CA, NJ, NY): $71,900 – $86,400
• Zone 3 (All Others): $65,400 – $78,500

Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors.

Physical, Mental & Environmental Demands

• Mobility: Standing (20% of time), Sitting (70% of time), Walking (10% of time)
• Strength: Pulling, pushing, carrying, lifting up to 10 pounds
• Dexterity: Typing (Frequently), Handling (Frequently), Reaching (Frequently)
• Agility: Turning (Frequently), Twisting (Frequently), Bending (Occasionally); Crouching, Balancing, Climbing, Crawling, Kneeling (Never)