Why Apply? Are you interested in generous time-off and a strong benefits package? At Namaste Solar, you'll also have the opportunity to become a co-owner in our inclusive and transparent cooperative business. People come to Namaste Solar with a desire to align their work and their values. And, we're not the only ones that believe our employee-owned model is a force for good in our communities. We've been awarded B Corp's Best for Workers and Outside Magazine's Best Places to Work 7+ years in a row. Position Overview: The Service Intake Specialist assists the residential Service Coordinator and Service Project Manager with customer service requests, lead intake, case management, work order creation, and basic troubleshooting. This position combines customer service, administrative, and technical duties, and as such this position will incorporate the fundamentals of solar PV design and the administrative side of the service implementation process. This individual will provide a high level of customer service to solar PV and storage customers who need technical service. This will involve communicating technical information to customers, documenting and organizing service requests, and communicating information to the PM and Coordinator with the goal of resolving service cases. The ideal candidate is proficient in Microsoft Excel, Salesforce, and Outlook, is analytical, collaborative, and has experience working in a high-volume atmosphere while providing excellent customer service. Essential Functions:
- Combines knowledge of solar PV and customer service to support the Residential Service team
- Positively represent Namaste Solar to all residential customers
- Track and manage all Residential Service and Deinstall-Reinstall inquiries from customers, 3rd parties, and internal stakeholders
- Provide timely responses to customer questions and keep customer informed throughout process
- Assist with over the phone troubleshooting and info gathering to resolve issues or support further troubleshooting as needed
- Maintain up to date organized service request tracking and thorough and detailed documentation within Salesforce
- Email and call customers regularly with information, updates, and reminders regarding their solar PV service requests
- Support the Service Coordinator with service appointments as needed during times of high volume and when out of office
- Resolve customer service concerns for customers and staff as needed
- Assist Operations and Service Install Managers with data collection and metrics tracking
Essential Knowledge, Skills & Abilities:
- Prior experience with solar PV and/or Storage technology
- Acute attention to detail and good follow though
- Excellent written and oral communication skills in customer service
- Clear, concise, and consistent follow-up
- Proficiency with computers and programs including: Microsoft Office Suite (MS Word, MS Outlook, and MS Excel)
- Must be highly organized & have ability to multi-task and set priorities
- Basic understanding or familiarity with residential solar PV and storage concepts
- Positive and team-oriented
- Demonstrates initiative with effective, creative, and resourceful problem solving
- Ability to fulfill the company's standards and values when performing and scheduling tasks
- Self-motivated and ability to work unsupervised
Non-essential (Valued but not required skills & experience)
- Experience with Salesforce CRM
- College degree
- NABCEP
- Background in project management and customer service
Physical demands & work environment:
- Physical demands: While performing the duties of this job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 30 pounds. Vision abilities required by the job include close vision. Must be able to lift and climb ladders to access roofs.
- Work environment: The noise level in this work environment is usually moderate. Work environment is in office.
Success Factors:
- Ability to deal with high volume tasks that move quickly, while not missing details
- Positive Attitude
- Excellent with tracking and communicating details
- Effective communicator
- Self-starter who performs well with minimal direction
- Ability to give and receive feedback in a professional, respectful, and productive manner
Work Schedule, Compensation and Benefits •Company provided computer. •Compensation will be dependent on experience, certifications, and licenses. •We offer CIGNA health insurance and dental Insurance within the first 30 days. •Life Insurance, Short-Term and Long-Term Disability. •401K Program. •Voluntary Life Insurance. •Paid volunteer time. •Flexible paid time off. •Free Employee Assistance Program. •Free RTD EcoPass. •Discounts to put solar on your home. Equal Employment Opportunity Namaste Solar is committed to cultivating an inclusive environment for people to bring their authentic selves to work. We recognize that diverse teams make strong teams, and we encourage people from all backgrounds to apply. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.