Senior Customer Service Representative

Solar Panel Production and Post-Install Sr. Customer Service Representative

Job Overview : As a Solar Panel Production and Post-Install Experience Representative, you will play a critical role in overseeing the production of solar panels as well as ensuring customer satisfaction and support following installation.

Your responsibilities will encompass monitoring production processes, conducting quality checks, addressing customer inquiries, resolving issues, and providing ongoing support to maximize the effectiveness and longevity of solar energy solutions.

Key Responsibilities :

• Production Monitoring : Monitor the production process of solar panels from manufacturing to installation, ensuring adherence to quality standards and specifications.
• Quality Assurance : Conduct regular inspections and quality checks on solar panels to ensure they meet industry standards and regulatory requirements.
• Customer Support : Serve as the primary point of contact for customers following the installation of solar panel systems, addressing inquiries, concerns, and requests for assistance promptly and professionally.
• Issue Resolution : Identify and resolve any post-installation issues or challenges reported by customers, coordinating with internal teams such as technical support, maintenance, and billing as needed to ensure timely resolution.
• Product Education : Provide comprehensive guidance and education to customers on the operation, maintenance, and optimization of their solar energy systems, empowering them to maximize energy efficiency and savings.
• Performance Monitoring : Monitor the performance and functionality of installed solar panel systems, proactively identifying any issues or potential areas for improvement and taking appropriate action to address them.
• Data Analysis : Analyze production data and performance metrics to identify trends, patterns, and areas for improvement.

Customer Satisfaction : Conduct follow-up communication with customers to gauge satisfaction levels and gather feedback on their experience with the installation process and ongoing support services, striving to continuously enhance customer satisfaction and loyalty.

• Documentation : Maintain accurate records of production activities, customer interactions, service requests, and issue resolutions using appropriate CRM systems or documentation tools.
• Escalation Management : Handle escalated customer issues or complaints with tact and diplomacy, ensuring that all concerns are addressed promptly and to the customer's satisfaction.
• Cross-Functional Collaboration : Collaborate closely with internal teams including sales, installation, technical support, and billing to coordinate efforts and deliver a seamless post-installation experience for customers.

Qualifications :

• Associates degree or equivalent experience in Engineering, Renewable Energy, Business Administration, or a related field.
• Previous experience in solar panel production, quality assurance, customer support, account management, or a related role in the renewable energy or technology industry preferred.
• Strong attention to detail, analytical skills, and problem-solving abilities.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and collaborate effectively with cross-functional teams.
• Proficiency in using CRM software or similar tools for managing customer interactions and tracking service requests.
• Knowledge of solar energy systems, photovoltaic technology, and industry standards / regulations.
• Ability to work effectively in a fast-paced, dynamic environment with shifting priorities and deadlines.
• Commitment to delivering exceptional customer service and maintaining high standards of professionalism and integrity.

Working Conditions : This role may involve both office-based work and occasional site visits to production facilities or customer sites.

Work hours may vary based on production schedules, customer needs, and business requirements.

Location : Lehi, UT

Pay : $23-30 / hr DOE

Benefits : Medical, dental, vision, 401k, PTO, paid holidays, paid sick days.