What are the responsibilities and job description for the Customer Success Specialist position at Solar Alternatives?
Customer Success Specialist
New Orleans, LA (hybrid) · Full-time, hourly
About the role
Solar Alternatives has been designing, installing and servicing solar, battery backup and EV charging systems across the Gulf South for more than a decade. As a Customer Success Specialist, you're the first voice our customers hear. You'll handle inbound calls from start to finish: booking appointments, scheduling service, giving project updates and fixing simple system issues over the phone. You're trusted to solve problems, not just take messages.
Responsibilities
- Answer inbound calls, texts and emails, and resolve them on first contact whenever possible
- Book sales appointments for new solar, battery and EV inquiries
- Take new service requests: gather system details, photos and symptoms, then book the visit
- Pre-schedule service and warranty work: confirm the issue, coverage, equipment and access so the visit is ready to go
- Give customers clear, proactive updates on projects (permitting, utility interconnection, installation) and service tickets
- Walk customers through basic troubleshooting before a truck rolls, such as Wi-Fi/monitoring reconnects, system reboots, breaker and disconnect checks, and app alerts
- Run our production warranty process: pull monitoring data, compare it to expected production, document the claim and escalate when needed
- Keep accurate records in our CRM and field-service software
- Hand off complex technical, billing or sales issues to the right team with complete notes
- Follow up on open issues until they're resolved, and spot service or upgrade opportunities
- Excellent communication skills: patient, friendly and confident on the phone (retail or call center experience a PLUS)
- Customer service, call center or dispatch experience helpful (this is an inbound role)
- Organized and detail-minded with calls, texts and email
- Enjoy troubleshooting and solving common problems on the first call
- Keep project and service data organized and updated in our CRM and field-service tools
- Own the customer's issue from first call through resolution and follow-up
- Consistent work schedule and availability
- Stay sharp, professional and bright-eyed with every customer
Preferred
- Experience in solar, electrical, HVAC, home services or utilities
- Familiarity with Salesforce, FieldPulse or similar tools
- Bilingual English/Spanish
- $18–25/hr, depending on experience
- Opportunity for commission and bonus $5000-10000/yr
- Advanced product, systems and troubleshooting training to ensure success
- A clear path into service coordination and operations
- Two weeks paid leave, plus 7 bank holidays
- Use of professional company tools, including a customized CRM and VOIP system
- The peace of mind that comes with supporting only best-in-class products, installation and services
- Health insurance, vision and dental benefits standard
- 401K with company match
Salary : $5,000 - $10,000