Customer Service Specialist, Remediation

Description

The Customer Service Specialist will act as a primary point of contact, via phone and email, for customers affected by out-of-business or troubled solar installers. This role requires a proactive approach to problem-solving, excellent communication skills, and a deep commitment to delivering a positive customer experience—even under challenging circumstances.

This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; Santa Clara, CA or Teaneck, NJ.  Remote work may be considered in exceptional cases. 

• Customer Case Management 
• Serve as the main point of contact for orphaned solar customers whose original installer is no longer in operation or installer is unresponsive.
• Identify customer issues (system performance, warranty coverage, ownership transfer, billing confusion, etc.) and coordinate resolution pathways.
• Maintain accurate records of each case in CRM, ensuring transparency and continuity.
• Technical Coordination  
• Liaise with internal technical teams, service partners, or third-party installers to assess and resolve system issues.
• Review inverter data, production reports, or monitoring system alerts to triage performance problems.
• Schedule inspections, repairs, or service calls when required.
• Communication & Education 
• Clearly communicate next steps, expectations, and resolution timelines to customers.
• Educate customers on ownership responsibilities, warranty limitations, and options for continued service.
• Maintain a professional and empathetic tone while managing potentially frustrated or confused customers.
• Cross-Functional Collaboration
• Work with legal, operations, and risk teams to verify system ownership, warranty eligibility, or lien/contract status.
• Partner with finance or billing to clarify outstanding balances or payment transfers.
• Collaborate with partner network & case owner to find suitable replacement service providers. 
• Process Improvement 
• Identify patterns in orphaned customer issues and propose process or policy improvements.
• Support development of FAQs, knowledge base articles, or internal workflows for orphaned account handling.
• Assist in reporting KPIs (response time, resolution time, customer satisfaction).

• Bachelor’s degree in business administration or other related field with a minimum of 5 years of professional work experience OR an associate's degree with a minimum of 8 years of professional experience. Including 4 years of experience working in customer service or account management roles in solar, utilities, or energy sectors.
• Experience handling escalated or sensitive customer situations as well as having a problem-solving mindset when resolving concerns.
• Basic technical literacy in solar systems (inverters, monitoring, and warranties).
• Experience with project management or customer service roles, solar operations, and B2B2C experience.  
• Familiarity with solar energy systems, monitoring platforms, and installation processes.
• Strong communication and interpersonal skills; ability to explain complex issues with clarity and empathy. 
• Working knowledge of CRM tools (e.g., Salesforce, HubSpot, Zendesk) and supporting ticketing systems. 
• Ability to manage time effectively and prioritize competing demands including pursuing/managing multiple threads, making accurate forecasts, and hitting major milestones on time.  
• Excellent verbal and written communication skills; strong interpersonal skills requiring sensitivity and discretion; strong attention to detail; and the ability to exercise sound judgement.  
• Demonstrated track record of successfully working on multiple projects, possess the ability to work effectively under pressure, meet strict deadlines, and complete assignments with little oversight.  
• Advanced working skill set with Salesforce, Tableau, and MS Office (specifically Excel and PowerPoint) including advanced Excel formulas (vlookup, if statements, pivot tables).

• Experience supporting customers post-installation in solar or home energy industries.
• Experience working with distressed or escalated customer situations is highly preferred. 
• Understanding manufacturer and installer warranty structures.
• Bilingual proficiency (e.g., English/Spanish) a plus. 

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

*This target salary range is for CA positions only and should not be interpreted as an offer of compensation.