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

Interested in joining a growing company where you will work with talented colleagues, enhance a supportive and energetic culture, and be part of the climate solution? At Energy Solutions, we focus on the big impacts. And we believe that market-based programs can be a powerful force to deliver large-scale energy, carbon, and water-use savings. Since 1995, we’ve harnessed that power to offer proven, performance-based solutions for our utility, government, and institutional customers.

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 (currently 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:

• Bachelor’s degree preferred 
• A minimum of 1 year of relevant work experience
• 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

Compensation is commensurate with experience and includes a generous retirement package. Energy Solutions provides an excellent benefits package including medical, dental and vision insurance, other pre-tax contribution plans and an Employee Stock Ownership Plan (ESOP).

AI Use

At Energy Solutions we believe in the importance of authentic interactions and equitable opportunities. We base our candidate selection on one’s own skills, knowledge, and experience. To ensure the integrity and fairness of our interview process, the use of artificial intelligence (AI) tools (including Generative AI) or other means to generate or assist with responses during interviews is strictly prohibited. This practice supports our commitment to create a transparent and equitable space whe