Solar Programs, Associate - Consumer Protection (Hybrid - Chicago, IL, Portland, OR, Oakland, CA - US)

Responsibilities

The Solar Programs Associate - Consumer Protection will maintain up to date knowledge of Program requirements and procedures, evaluate participating customer complaints as a member of a high-performing team, work with consumers (both via telephone and email) on their complaints and help facilitate resolution of those complaints with the consumer’s solar companies; escalate issues as appropriate to Program leadership, investigate allegations of Program violations, make recommendations for potential disciplinary action, and draft disciplinary-related letters to vendors alleged to have violated Program requirements, use general knowledge, Program Guidebook, Consumer Protection Handbook, data stored in knowledge-base, and other sources of information to answer client questions and/or resolve issues, assist with the stranded customer assistance process, update public-facing Consumer Complaint and Program Violations reports, follow established Standard Operating Procedures (SOPs) for complaint resolution and disciplinary action (and others), including communicating directly with solar vendors and customers, participate in video conference calls, and manage or contribute to ad hoc projects on Consumer Protection team and Illinois Shines project.