| Job Information |
The Customer Service Tech (CST) provides Tier 1 and Tier 2 service support for Real Goods Solar customers and manages the customer experience through warranty claims, production variances, technical concerns, and system operations and maintenance (O&M) requirements.
Key Responsibilities:
- Answer incoming customer calls and address questions and concerns over the phone and email. Will produce production analysis for problem solving, walk customers through troubleshooting system errors and work with field techs if onsite service is required.
- Deliver a high level of customer service by addressing customers’ questions and concerns and effectively communicating system specifications, performance metrics, and variances
- Responsible for being a subject matter expert on processes associated with the installation of pv systems. This includes knowing equipment specifications for the major components used in pv arrays, being able to read technical drawings and building plans, and maintaining a strong understanding of pv design requirements.
- Responsible for reviewing system performance data through monitoring systems, interpreting available data and developing action plans to resolve technical issues
- Provide expert technical support over the phone and answer customer inquiries regarding system performance, maintenance, and savings and production analysis
- Manage escalated customer inquiries through completion
- Escalate technical issues with no clear resolution to the appropriate teams (i.e. Engineering Team, Operations or Contract Administration Team
- Communicate with other departments internally as necessary to ensure customer expectations are met
- Prepare project information and bill of materials for handoff to Field Service Teams for field site visits
- Maintain accurate Salesforce.com data and track customer communication
- Other tasks as assigned
- Prompt response to customer needs
- Work in an office/call center environment
Essential Qualifications:
- Bachelor’s Degree is required, engineering or other technical degree is preferred
- Job related experience in customer service, pv installations, pv design/engineering, and troubleshooting
- Knowledge of the construction industry is preferred
- Experience working with electricity and electrical components
- Experience with Customer Relationship Management (CRM) software, or equivalent
- Can multitask and prioritize a high volume of work in a fast-paced environment with minimal errors
- Can communicate effectively in both written and verbal English
- Excellent telephone and email communication skills
- Must be able to research and analyze problems and make independent decisions
- Manage Customer Satisfaction budgets
- Ability to read and understand electrical and structural plans
- Understanding of National Electrical Code requirements is preferred
- Experience with Microsoft Office suite and Salesforce.com preferred
- Close attention to detail
- Positive team spirit
- Accurate and thorough
- Can deal with frequent change, delays, or unexpected events
- Works long hours when necessary to reach goals
- Resourceful at meeting challenges
- Exhibits sound and accurate judgment
- Type at least 40 wpm
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