Residential Support Manager

Role: Residential Support Manager

Position Overview: The Residential Support Manager is responsible for working with the residential sales team to support and grow new business. The Residential Support Manager will be responsible for supporting solar, storage and roofing projects improving the sales team’s performance in key metrics including, but not limited to, trackable contact with customers, closing ratios, and resolving issues with signed customer projects.

Key Responsibilities include but are not limited to:Pre-Sales Support:

• Promote a positive company image by exercising sound and ethical business practices as related to the employees, customers, vendors and the general public
• Answer and direct incoming calls and texts from customers to assigned sales representatives
• Conduct weekly pipeline reviews with sales representatives to ensure customers receive active followup and to help accurately forecast opportunities and target close dates
• Develop monthly outreach campaigns with sales team to close new business with customers
• Solicit feedback from customers on quality of sales appointments and interactions with sales team
• Provide frontline support to sales representatives by providing answers to technical and financerelated questions as they arise, may require evening calls based on customer availability
  
  

Post-Sales Support:

• Ensure project documentation is uploaded to CRM and customer and project data is accurate
• Ensure financed projects are approved for credit through our approved financing vendors
• Collaborate with sales representatives and project managers to develop solutions for projects with issues found after the engineering site audit
• Create and process new contracts/change orders for customers
• Walk customers through changes in scope of work and responsibilities between Earthlight and customers as needed, may require evening calls based on customer availability
• Initiate contact with homeowners to relate project issues and proposed solutions
• Answer basic questions from customers about financial products and state/utility incentives
• Generate accurate usage and production simulations for projects
  
  

General Responsibilities:

• Conduct outreach to customers via phone, email, and text to communicate needed changes to contracts and other agreements and track all outreach in CRM
• Cooperate fully with teammates in conducting business in an effective and efficient manner
• Perform other duties aligned with job role as deemed necessary by management
• Recognize and perform tasks that need to be completed, although not directly assigned assist others as needed
  
  

Required Qualifications:

• High School diploma, college level education preferred.
• A minimum of 2 years' experience in an administrative role.
• Experience with CRM systems, Salesforce preferred.
• Direct solar experience is strongly preferred.
• Ability to communicate with customers and team members in a professional and kind manner
• Ability to conduct conversations with customers to resolve issues
• Proficiency with Microsoft Office, particularly Microsoft Word and Excel
• Strong attention to detail with ability to manage multiple priorities
  
  

Physical Demands:

• Regularly required sitting for prolonged periods of time.
• High level of computer and phone use. Ability to interact effectively with said equipment is a must.
• Specific vision abilities include close vision, depth perception, and the ability to adjust and focus, shifting from computer screens to close forms and back routinely.
• Must hear and speak well enough to conduct business over the telephone.
• Must be able to read and write English well enough to read and prepare reports, communicate effectively with all concerned or related to the business.
  
  

Salary: $65,000.00 - $90,000.00 Base Performance-Based Bonus

Desired Working Hours: 11am – 8pm Eastern, with a 1 hour break

Company Overview: Earthlight is a family-owned solar energy company with a deep commitment to quality, customer experience, and community impact. We specialize in residential and commercial solar. Our mission is to make clean energy simple and seamless by delivering the highest quality products, consistent performance, and exceptional value. We are an Affirmative Action/Equal Opportunity Employer, committed to creating a diverse and inclusive workplace where all individuals are treated with respect and given equal opportunities for employment and advancement.

Benefits Package Includes

Health Benefits - Access to comprehensive medical, vision, and dental coverage

401k - Attractive company match

Time-off - A balanced approach to work-life with Paid Time Off

Bonus - Performance-based bonuses

Growth - Avenue for professional development and progression in a thriving company

Culture - Join a family-centric atmosphere that focuses on teamwork, excellence, and customer gratification

Core Values: At Earthlight we have a set of Core Values that we hold each other accountable to and would expect any new hire to strive for:

• We Value Each Other
• We Do the Right Thing
• We Demand Quality
• We Work Safely
• We are Responsible Stewards