Solar Programs, Customer Support Associate (Hybrid - Chicago, IL , Oakland, CA , Portland, OR - US)

Position Overview

• Location Type: Hybrid (Oakland, CA, Portland, OR, or Chicago, IL)
• Employment Type: Full-time
• Salary: Not specified

Energy Solutions is seeking a Solar Programs & Customer Support Associate to join their Distributed Energy Resources (DERs) team. This role involves handling inbound customer inquiries regarding solar program information, rules, procedures, and issue resolution. The ideal candidate will demonstrate excellent customer service skills, including empathy, active listening, and problem-solving abilities. The company focuses on delivering large-scale energy, carbon, and water-use savings through performance-based solutions. This role is crucial in supporting the transition to a decarbonized grid. The position requires a hybrid work environment with a minimum of one day in the office per week (currently Wednesdays).

Requirements

• Bachelor’s degree preferred
• Minimum of 1 year of relevant work experience
• Ability to listen, comprehend, communicate, and resolve moderately complex technical topics
• Pleasant and clear phone demeanor and professional tone
• Superior organizational skills
• Ability to quickly adapt to unexpected changes
• Ability to function as a team player and multi-task

Responsibilities

• Maintain up-to-date knowledge of program guidelines and procedures.
• Respond to program inquiries via telephone and email in a timely, professional, helpful, and courteous manner.
• Use general knowledge, program guidebook, data stored in a knowledge-base, and other sources of information to answer client questions and/or resolve issues.
• Forward client inquiries to appropriate parties when unable to resolve and maintain ownership by tracking and following up to ensure resolution.
• Collaborate with team, management, and clients regarding other project support activities (e.g., gathering needed information).
• Respond to inquiries and execute tasks within required service level agreement timeframes (SLA).
• Use Salesforce to track cases.
• Perform ad hoc projects as needed.

Application Instructions

• Not specified in the provided job description. (Contact Energy Solutions directly for application details).