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

Energy Solutions is currently seeking Solar Programs,  Customer Support Associate to join our Distributed Energy Resources (DERs) team.  In this role you will answer inbound calls and e-mails from customers seeking solar program information, rules, procedures and/or resolution to customer service issues. Successful candidates will demonstrate excellent customer service by actively listening with genuine empathy and compassion, determining questions/concerns, investigating root cause, selecting and explaining best solution, escalating when necessary, and tracking to ensure timely resolution.

Solar energy is critical in driving our nation’s progress toward a decarbonized grid, and you will play a material role in helping our team make this future a reality. This unique market opportunity, paired with Energy Solutions mission driven approach, creates a perfect environment for individuals who want to have an active voice in shaping the energy future.

The person filling this role will be required to work in a hybrid work environment adjacent to one of our offices (Oakland, CA, Portland, OR, or Chicago, IL) and expected to be in the office a minimum of once a week (preferably Wednesdays).

Daily responsibilities include but are not limited to:

• 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 knowledge-base, and other sources of information to answer client questions and/or resolve issues
• Forward client inquiries to appropriate parties when not able 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
• Ad hoc projects as needed

Minimum Qualifications:

• A bachelor’s degree or 
• A minimum of 2 years of relevant work experience without a degree
• Ability to listen, comprehend, communicate, and resolve moderately complex technical topics
• Have a pleasant and clear phone demeanor and professional tone, superior organizational skills, and the ability to quickly adapt to unexpected changes
• Ability to function as a team player and multi-task between various projects to help meet and exceed program goals
• Excellent verbal and written communication skills
• Excellent time management and multi-tasking skills
• Excellent personal accountability and quality control practices
• Proficient in Microsoft Office Suite
• Experience with Salesforce preferred
• Bilingual (Spanish and English fluency) strongly preferred

Compensation to commensurate with experience with the pay band of  $60,000 - $70,000/Annually