WORK FOR THE MOST ADVANCED + REPUTABLE SOLAR COMPANY IN NYS

EmPower Solar’s mission is to power everything with clean, renewable energy. Since 2003, the company has helped thousands of New York homeowners and businesses save money and reduce emissions through the installation of 50+ megawatts of distributed solar. EmPower Solar is the preferred choice of customers who are looking to power their lives with clean energy, and delivers on its promise of total home electrification by offering solar, battery storage, and EV charging solutions supported by world-class customer service. 

EmPower’s purpose-driven culture paired with our deep expertise and capabilities position our employees to succeed professionally and thrive personally.

EmPower Solar seeks an experienced, personable, motivated, and organized individual to perform duties as a Customer Service Associate to support and grow the company.

 

POSITION SUMMARY

As an Associate in the Customer Service Department, you are the primary interface between EmPower Solar and the client on all post-installation service-related projects. You are the first point of contact for installed clients when they have questions, concerns, or needs. You will help them solve their issues, or route them to the most appropriate party that can while maintaining the highest level of customer service. 

The Customer Service Associate is responsible for all inbound inquiries such as answering calls, completing initial system checks, opening technical support cases, and introducing clients to their next point of contact based on their specific need. The Customer Service Associate’s primary mission is to deliver an exceptional customer service experience and ensure that our clients continue to be satisfied, loyal, and a source of word of mouth referrals. Our clients need to feel like EmPower Solar has their absolute best interest in mind and goes above and beyond during each and every interaction.  

 

TARGET OUTCOMES 

1.Referrals: Provide exceptional customer service to our existing client base to help ensure repeat clients and increase client referral rate. 

2.Client LifeTime Value (CLTV): Identify cross and upsell opportunities for system enhancements and expansions to increase our client’s lifetime value.

3.Client Education Scores: help clients gain a deeper understanding of how their systems work and how to use tools and resources to ensure successful system performance

4.Client Satisfaction (CSAT): Maintain high customer satisfaction scores following interactions with our clients 

5.Customer reviews: ensure clients not only feel satisfied but share their positive reviews across social channels

DUTIES AND RESPONSIBILITIES

General Tasks

Client Communication

• Answering/Routing phone calls and listening to client concerns, needs and requests for service
• Documenting all phone calls, and creating initial case notes for other team members to easily understand and action upon
• Monitoring all inbound mediums for client questions including email inboxes and texting platforms
• Answering general questions, handling conflict resolution, solving problems, sending requested resources and documentation, or routing to appropriate team members
• Explaining new products and services, connecting clients with sales professionals 
• Monitoring customer satisfaction and follow-up with and ensure completion of feedback surveys 

Troubleshooting

• Work to pre-screen technical problems, provide solutions for simple fixesIdentify common issues and open cases with manufacturers when technology failures are present
• Create well-documented records for Project Managers to pick up ownership on system repairs 

Data Analysis and Reporting

• Use internal reporting and third-party data to assess client system performance.
• Review homeowner electric bills and verify against monitoring platforms
• Educate and help explain net metering questions and concerns
• Create panel level monitoring layout designs for installed systems

Service Administrative Support

• Assist the service department with general administrative needs including note taking, record creation, process improvements, close outs, invoicing, case closeout, and more
• Work collaboratively with other departments to help ensure our clients needs are taken care of across their full journey

 

REQUIRED QUALIFICATIONS/SKILLS

3-5 years in a customer service role. 

PREFERRED QUALIFICATIONS

The ideal candidate should also:

• Hold a bachelor’s in communications, business management, or have relevant work experience in a customer service environment. 
• Have basic knowledge of solar, renewable energy, sustainability, etc.
• Have experience working in a business environment.
• Be capable of working on a team as well as operating independently with confidence. 
• Be friendly, personable, professional, friendly, proactive. 
• Have strong written and verbal communication skills.
• Have experience with Salesforce or similar CRM software.
• Be comfortable multi-tasking and managing time effectively.
• Have a passion for the clean renewable category. 

 

HOURS, COMPENSATION + BENEFITS

This is a preferred full-time position. This position allows for a flexible schedule, with telecommuting being an option. Strongly preferred start time at 9:00 AM. The typical day is 8 hours with a break for lunch. 

Employee shall be hourly and receive an annual compensation commensurate with experience. Starting salary for this position will be $24 – $26.50 per hour. Compensation will be increased with time in service and strong performance. Additionally, employee may be eligible for structured performance-based bonuses after successful completion of the initial employment period.

 

WHAT WE OFFER

• Competitive pay
• 2.5 weeks of vacation plus paid holidays
• 401k plan with a match up to 4% gross compensation
• Awesome co-workers and company culture
• Team off-site activities; volleyball, yoga, ball games, and other celebrations!
• Health, dental and vision insurance
• Professional development opportunities (training, conferences, etc.)

 

APPLICATION

Interested applicants should fill out the online application here. 

EmPower Solar is an equal opportunity employer committed to diversity in the workplace. Additional information is available at www.empower-solar.com.