Customer Success Specialist

Summary

The Customer Experience Specialist III 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.
• Troubleshoot escalated issues related to paperwork processing or the installation process, coordinating with the appropriate departments to resolve customer concerns efficiently.
• Ensure all customer interactions and project progress details are documented accurately in CRM systems and project management tools.
• Assist customers with understanding the final steps before system activation and prepare them for the activation process.
• Disengage from customer interaction once the system is fully activated, ensuring a seamless transition to the Customer Support team and addressing any final concerns.
• Contribute to continuous improvement efforts by identifying process gaps and suggesting improvements for customer experience optimization.

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):

• Customer satisfaction and Net Promoter Scores (NPS) during the installation process.
• Average time to resolve escalations.
• Inbound customer inquiry resolution time.
• Accuracy of customer communication and project documentation.
• Rate of escalations.

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 or customer experience, 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.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

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.