Customer Support Specialist - Wave 01

We’re looking for a Customer Support Specialist to support U.S. residential solar customers through inbound voice (primary) and email (secondary) channels. In this role, you’ll manage customer interactions end‑to‑end—from case creation in Salesforce to resolution, scheduling, and follow‑up. 

You’ll handle performance inquiries, billing questions, and service requests such as leaks, outages, maintenance, and appointment coordination. Success in this role requires strong communication skills, efficient call handling, and the ability to explain technical information in clear, simple terms to deliver a positive customer experience. 

• Handle inbound voice calls and email inquiries from U.S.-based residential solar customers during standard business hours.  

• Create, update, and resolve cases in Salesforce with complete, accurate, and audit-ready documentation.  

• Assess incoming contacts, determine intent, and appropriately route or escalate complex technical issues to specialized support queues.  

• Address performance-related inquiries with empathy, providing clear and easy-to-understand explanations of solar system behavior.  

• Coordinate service appointments for leaks, outages, and routine maintenance while setting clear expectations on timelines and next steps.  

• Resolve billing inquiries, payment updates, and account-level concerns within assigned authority limits.  

• Educate customers on solar system functionality, monitoring applications, and expected seasonal performance to help reduce repeat contacts.  

• Meet or exceed established SLAs, including call response time, first-call resolution, CSAT, and case data accuracy.  

• Actively participate in daily huddles, weekly coaching sessions, and monthly calibration reviews.  

• Proactively identify and flag recurring issues, knowledge-base gaps, and potential false-positive trends to the Team Lead to support continuous playbook improvement.