Position Title: Customer Service Representative

Reports to: Customer Service and Logistics Manager

Status: Non-Exempt; 24 to 40 hours per week (Full Time work is available if the applicant is willing to partake in sales/marketing efforts in addition to the responsibilities below.)

Location: Denver, CO 

Apollo Energy’s main goal is to help homeowners switch to solar. The Customer Service Representative will change the course of history by helping our world become a cleaner, greener place. This team member will work with homeowners, the installation team, and others to help with customer communications, support solar installation and service team logistics, and provide direct support for post-installation customer satisfaction. The Customer Service Representative will also provide estimates and pricing information for customers who want to upgrade their current solar systems or who need services related to roof damages or repair. This team member is responsible for helping the team to ensure flawless communication with all customers for the lifetime of the solar system. 

Responsibilities 

• Post installation, serve as the key team member for customer issues and ongoing satisfaction through the means of communication preferred by the customer:
• Send wrap up emails and purchase warranties for customers when installations are complete and systems are powered on
• Analyze utility bills to help customers who are confused with the reporting 
• Troubleshoot system issues with SolarEdge, Enphase, and other manufacturers
• Provide responses to a variety of customer questions regarding their solar systems
• Help customers enroll in various software applications, such as the company’s referral program and monitoring portals
• Schedule service issues on the installation/service team calendar and coordinate all details with the customer
• Coordinate procurement of parts needed for service visits 
• Bill customers for the services rendered 
• Track RMA items and request labor reimbursements
• Escalate key challenges or dissatisfied customer situations to supervisor 
• Provide estimates and pricing information to customers with current solar systems:
• Prepare removal and reinstallation estimates for homeowners who need new roofs and advocate on behalf of customer to insurance company
• Work with roofers for roof installations related to solar removal and reinstallation projects
• Prepare pricing estimates for customers who want to add solar panels to their home, add additional monitoring services, add snow guards, etc.
• Support supervisor with the following as needed: 
• Customer communications throughout their installation process
• Schedule inspections and move projects through the steps necessary for permission to operate by utility companies
• Assist installation team members regarding technical issues and troubleshooting, and associated scheduling 
• Troubleshoot issues with SolarEdge, Enphase, and other solar manufacturer to support installation team in the field with communications with SolarEdge and Enphase, as needed
• Other duties as assigned 

Qualifications 

• A desire to help people and make a positive impact on the world
• Prior customer service experience 
• Prior experience in the solar industry, preferred 
• Motivated by career advancement and making a difference
• Outgoing and friendly 
• Detail oriented
• Efficient worker in a variety of settings
• Project management and organizational skills
• Ability to work in a fast paced environment 
• High level understanding and use of Google-suite and CRM softwares 
• Drive to have positive and productive conversations
• Exceptional objection handling & customer mediation skills
• High integrity & ethical standards
• Track record of accomplishing whatever you put your mind to
• Regular, reliable and predictable attendance required 
• Ability to work well with others in a collaborative team environment
• Ability to multitask and coordinate with others
• Strong team player 

Benefits

• Base pay plus bonus/commissions for various commissionable activities (i.e. securing roofing projects, selling additional solar panels, selling new services, etc)
• Company Holidays and Paid Days Off
• Opportunities to earn additional paid days off
• Company 401k match program
• Health, Vision, Dental, and Life Insurance
• Opportunity to grow with a stable company in a thriving industry

Must be willing to work from the Denver office.

Apollo Energy offers equal employment opportunities and applicants for employment without regard to race, sex, age, color, religion, national origin, mental and physical disability, genetic information, sexual orientation, gender, gender identity or expression, marital status, or all other applicable status protected by federal, state and/or local law.