Customer Advocate Specialist

Job Description

Job Description

Customer Advocate Specialist

Houston, TX - Hybrid (United States residency required)

THE COMPANY

SolarAccess Energy delivers residential solar servicing solutions — managing the financial, operational, and customer support needs of solar asset owners and their customers. Our core belief is that sustained economic growth in the 21st century requires sustained growth in energy alternatives.

SolarAccess Energy serves that belief by offering its customers financial asset management, account services, billing and collections, fleet management, and customer support to third-party asset owners and retail customers.

THE POSITION

The Customer Advocate Specialist is one of the first members of SolarAccess Energy's new in-house customer support team — working directly with homeowners on billing, collections, and account questions from day one. This is a hands-on, customer-facing role: the right candidate brings genuine empathy to every conversation and is energized by helping build something from the ground up, rather than stepping into an already-established, fully scripted process.

The ideal candidate is a driven, detail-oriented communicator with a genuine customer-service mindset and the flexibility to grow with the role as the team and its tools are built out.

SolarAccess Energy views every customer interaction as a touchpoint in a long-term relationship. This person will work with the same homeowners for the life of their agreement — and the experience they create today lays the foundation for what comes next.

Key responsibilities include:

• Serves as the primary point of contact for homeowners, providing relationship-focused support for billing inquiries, account maintenance, collections conversations, and home sale coordination.
• Resolved customer concerns through active listening, empathy, and effective problem-solving, ensuring a positive customer experience and long-term customer trust.
• Triaged and managed customer issues, independently resolving routine concerns, and escalating complex cases to appropriate departments for timely resolution.
• Maintained accurate customer records, case notes, and interaction histories using CRM and communication platforms.
• Consistently meet performance goals related to customer satisfaction, response times, issue resolution, quality assurance, and schedule adherence.
• Collaborate with internal teams and third-party service providers to ensure seamless customer experiences and successful case outcomes.
• Identified recurring customer concerns, process inefficiencies, and workflow gaps, providing feedback to support continuous improvement initiatives.
• Ensured compliance with company policies, consumer protection regulations, and account-handling procedures.
• Adapts quickly to evolving processes, technologies, and business needs within a fast-paced remote environment.
• Utilized strong communication, conflict resolution, and relationship-building skills to strengthen customer loyalty and retention.

QUALIFICATIONS

Customer Interaction & Communication

• 2-3 years of experience in customer service, collections, account management, or a similar customer-facing role.
• Demonstrated record of increased responsibilities, career progression, or expanded ownership within previous customer-facing positions.
• High emotional intelligence (EQ) — able to remain composed and empathetic in difficult customer conversations, including collections and delinquency outreach.
• Excellent written and verbal communication skills.

Operational & Technical

• Demonstrated CRM experience — hands-on use of Salesforce, HubSpot, Zoho, or a similar platform for case management, logging interactions, and tracking customer records.
• Skilled at triaging issues and escalating efficiently — knows when to resolve independently versus when to bring in support, and communicates clearly either way.
• Technical aptitude with the ability to learn and navigate multiple platforms, including RingCentral, payment processors, and reporting tools.

Industry & Environment

• Willingness and ability to quickly learn solar fundamentals — no prior solar experience required, but demonstrated aptitude for picking up new technical concepts is essential.
• Comfortable in a fully remote, fast-building environment — comfortable with systems and processes that are still being built rather than fully established.
• Bilingual in Spanish a plus; not required.
• Dedicated, private, and quiet home workspace required — this role involves regular customer-facing phone interactions, and professional audio quality is expected.

EDUCATION

Bachelor's degree preferred, or equivalent practical experience

BENEFITS

SolarAccess Energy offers a competitive benefits package including medical, dental, and vision coverage; 401(k) with a competitive employer match — contribute at least 5% to maximize the full benefit; and the opportunity to grow with a company that is committed to doing this right.

EQUAL OPPORTUNITY

We value a diverse work environment. SolarAccess Energy is an equal opportunity employer and hires without consideration to race, religion, national origin, age, gender, sexual orientation, marital status, veteran status, or disability.