Customer Service Specialist

What The Role Is

The Community Solar (CS) team is passionate about bringing communities together to support locally produced clean power and reduce electricity costs.  As a critical CS team member, the Customer Service Specialist will support the ongoing management of our customer base.  This role will lead critical activities related to Customer Retention, Escalations, and Commercial Customer Success, as well as provide overall support to the Customer Operations team in all customer-facing responsibilities.

If you don’t meet 100% of the above qualifications but see yourself contributing, please submit your resume.

What You'll Be Doing

• Lead customer-facing retention outreach, including monthly campaigns.
• Monitor Tier I retention cases to ensure process adherence.
• Identify opportunities to reduce cancellations and improve customer experience.
• Review customer cancellation Cases to identify trends and propose areas for improvement.
• Report on retention metrics weekly to track performance.
• Support critical activities for all Commercial segments, including Accounts Receivable process.
• Assist with ongoing management and provide high-quality floor support for the Tier II team.
• Provide additional support for Manager and all Customer Support functions, as needed.

What You'll Bring

• High school diploma or GED required.
• 5+ years’ experience working in a customer-facing Customer Support role.
• 5+ years’ experience with Salesforce and a Call Center telecom platform (Ring Central or similar) is required.
• Experience with Customer Retention and Customer Success processes.
• Experience working with senior decision-makers, and delivering results in collaborative team environments.
• Ability to manage simultaneous projects/work streams, set priorities, meet deadlines, and exercise independent judgment.

Clearway will not sponsor nonimmigrant visas for this position (H-1B, TN, E-3, etc.).

#LIHybrid

 

The pay rate for the successful candidate will depend on geographic location, skills, relevant and demonstrated experience, education, training and certifications, and other factors permitted by law. This role is eligible to earn an annual cash bonus, subject to personal and company performance goals.

Salary Range Across all U.S. Locations$53,000—$65,000 USD

Clearway Energy Group is leading the transition to a world powered by clean energy. Along with our public affiliate Clearway Energy, Inc., our portfolio comprises approximately 11.6 GW of gross generating capacity in 26 states, including 9.1 GW of wind, solar, and battery energy storage assets, and over 2.5 GW of conventional dispatchable power generation providing critical grid reliability services. As we develop a nationwide pipeline of new energy projects for the future, Clearway’s operating fleet generates enough reliable electricity to power more than 3 million homes today. Clearway Energy Group is headquartered in San Francisco with offices in Denver, Houston, Phoenix, Princeton, and San Diego. For more information, visit clearwayenergygroup.com.

Our Commitment to Diversity, Equity, & Inclusion
At Clearway, we create a community that isn’t about being the same – it’s about building a team of unique individuals, with different backgrounds & skill sets, coming together to build something big & make a difference in the world. Clearway’s team is dedicated to a clean energy future across a wide spectrum of roles & responsibilities. Embodying our company values and operating principles, unique individuals come together over a common mission. We embrace opportunities to do challenging work that can change the world. We aspire to bring out the best in everyone. We share setbacks, celebrate successes, & act with integrity & accountability to get the job done.

Working at Clearway, Hybrid Together
Here at Clearway, we’re committed to balancing flexibility while fostering strong relationships with our teammates. We do this by prioritizing new hires based near one of our offices in San Francisco, San Diego, Scottsdale, Houston, Denver, & Princeton. Our office-based employees typically work together from fabulous spaces on Tuesdays & Thursdays to collaborate & learn, build community, get to know one another, & enjoy company-provided meals & events.

Clearway Energy is an equal opportunity employer that values a broad diversity of talent, knowledge, experience & expertise. We intentionally foster a culture of inclusion that empowers our employees to deliver superior performance to the communities we serve. We encourage minoriti