Customer Service Representative

Company Overview

Established in California in 2013, Green Water and Power has rapidly grown to operate in over 35 states, positioning itself as a leader in the sustainable energy sector. Named the #1 electric vehicle (EV) installer in America, we take pride in having deployed more than 14,000 EV chargers and completed approximately 5 megawatts (MW) of solar energy projects.

As an EVITP (Electric Vehicle Infrastructure Training Program) certified turnkey engineering, procurement, and construction (EPC) firm, we leverage our in-house expertise to efficiently manage and execute large-scale projects. Our dedication to sustainability and quality extends beyond project completion; we also provide comprehensive operation and maintenance services to ensure optimal performance for the projects we develop, as well as for third-party installations.

Position Overview

Green Water and Power is seeking an enthusiastic and dedicated Solar Customer Service Representative to join our Operations and Maintenance (O&M) team. This role plays a crucial part in delivering exceptional service to our customers and requires a proactive approach to managing communication and support related to our solar energy systems, including solar modules, inverters, and monitoring platforms.

This role is essential in maintaining high levels of customer satisfaction while ensuring efficient operations within our team. If you have a passion for helping customers, an interest in renewable energy, and enjoy driving process improvements, we would love to hear from you!

Duties and Responsibilities:

• Respond to Customer Inquiries: Promptly, accurately, and professionally address customer inquiries related to solar system and EV charger performance, billing, and service through various channels including email, phone, and our ticketing system (Bold Desk).
• Monitor Solar Systems: Monitor solar production and inverter monitoring dashboards daily to identify systems experiencing underperformance, outages, or fault codes. Create tickets, determine equipment requirements for these issues, and assign them to the appropriate solar technicians for resolution.
• Monitor EV Charger Systems: Regularly monitor EV charger dashboards to identify systems experiencing underperformance, outages, or fault codes. Create tickets for these issues and assign them to the appropriate technicians for resolution.
• Manage Ticket Lifecycle: Close tickets upon resolution and maintain thorough records of all customer communications and ticket statuses to ensure transparency and accountability.
• Act as the Main Point of Contact: Serve as the main contact for solar and EV charger customer inquiries, including questions about system production, net metering, and warranty coverage, ensuring that issues are resolved promptly while consistently upholding a professional demeanor.
• Collaborate with Internal Teams: Work closely with internal solar design, installation, and field service teams to verify project schedules and resource allocation, ensuring that all requests for solar O&M projects are delivered on time and within scope.
• Vendor Communication: Reach out to the equipment vendors for warranty claims, replacement products, or other items required for approved repairs. Assemble vendor quotes for management approval.
• Provide Performance Reports: Generate regular reports on ticket resolution times, solar system performance trends, EV charger uptimes, and identify areas for process improvement to enhance our customer service experience.

Qualifications:

• 3+ years of customer service experience in a fast-paced environment; solar or renewable energy industry experience preferred.
• Strong written and verbal communication skills.
• Familiarity with service ticket management software or similar platforms;
• Experience with solar energy components, equipment vendors, and monitoring platforms (e.g., Enphase, SolarEdge, or similar) is a plus.
• Ability to handle multiple tasks while prioritizing effectively, must be organized and have impeccable follow-up skills.
• Exceptional problem-solving skills and attention to detail.
• Proficiency in Microsoft Office Suite and standard business communication tools.
• High school diploma or GED required; further education or solar industry certifications are a plus.

Benefits:

• Competitive hourly rate of $22 - $24/hr. based on experience.
• Comprehensive health, dental, and vision benefits.
• Retirement savings plan.
• Opportunities for professional development and career advancement.
• Collaborative and inclusive workplace culture.
• Paid training and an opportunity to contribute to sustainable energy solutions.