Customer Care Agent III

The Customer Care Agent is responsible for managing the customer experience from post-welcome call through the entire solar installation process, ensuring timely and accurate communication across all project milestones. The role involves engaging with customers to provide updates, resolve issues, and guide them through each step of the installation until activation. Once the solar system is fully activated, the Customer Success Agent will disengage, ensuring a smooth transition to Customer Support and ensuring customer satisfaction.

Essential Job Functions

• Act as the primary point of contact for customers from the post-welcome call through installation completion and system activation.
• Guide customers through the entire installation process, ensuring they understand key milestones, timelines, and what to expect at each stage.
• Proactively communicate updates regarding project progress, addressing any delays or issues and ensuring customers are kept informed at all times.
• Manage inbound inquiries from customers using smart routing, providing answers based on notes in the project tracker or on behalf of other departments as necessary.
• Collaborate closely with internal teams (e.g., Field Operations, Design, Permitting, Utility, and Customer Support) to ensure the customer’s project progresses smoothly.

Competencies

• Experience in managing solar installation projects.
• Knowledge of the solar installation and activation process.
• Familiarity with smart routing systems and inbound call management.
• Key Performance Indicators (KPIs)

Education/Experience

• Familiarity with the solar industry or technical installation processes (required).
• Bachelor’s degree in Business, Communications, or related field (preferred but not required based on experience).
• Minimum of 3 years of experience in customer care, project management, or account management.
• Strong organizational skills, with the ability to manage multiple customer projects simultaneously.
• Excellent verbal and written communication skills.
• Problem-solving skills with the ability to manage escalations and work cross-functionally to resolve issues.
• Proficiency in CRM systems and project management software.
• Ability to work both independently and as part of a team in a fast-paced environment.
• Attention to detail and a customer-centric mindset.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Regular responsibilities include speaking, listening, standing, walking, using hands for handling or feeling, and reaching with arms.
• Occasionally, the employee may need to sit, climb, balance, stoop, kneel, crouch, or crawl. Lifting and moving objects up to 10 pounds frequently and up to 25 pounds occasionally is required. Vision requirements include close, distance, color vision, peripheral vision, depth perception, and focus adjustment.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.