Call Center Coordinator

Job Title: Call Center Coordinator

Location: San Jose, CA

Reports To: Director, Customer Service

Classification: Full-Time, Exempt

Company Description

Duracell Power Center, a Duracell Authorized Licensee, develops smart home energy storage solutions that support clean, affordable, and reliable power for homeowners. The company designs, refines, and manufactures flexible battery and solar storage systems that help both customers and the planet. Its newest product, the Duracell Power Center, is a modular, easy-to-install home battery and solar storage solution from a trusted leader in power. Featuring industry-leading Lithium Iron Phosphate batteries, these units integrate with both new and existing systems, giving homeowners more choice and control over their energy use.

Position Summary:

The Call Center Coordinator is the front-line member of Power Center's residential battery products call center, operating within a unified shared queue that serves homeowners and installer partners across the company's network. This role is the first point of contact for incoming calls: answering routine product and account questions, accurately routing, and logging interactions, and escalating complex technical issues to Technical Support Specialists. The coordinator owns follow-up on escalated and open items to ensure every caller receives a timely, complete resolution.

Key Responsibilities:

Answer inbound calls from homeowners, installer partners, and dealers regarding residential battery storage systems, using the RingCentral platform and shared installer-partner queue.

Respond to routine product, installation-status, certifications, warranty, and account questions using approved scripts and the knowledge base.

Accurately triage each call and route it to the correct internal queue or specialist (Technical Support, Installer or TPO Sales teams).

Escalate complex technical issues commissioning support, single line diagram reviews, system faults, error codes, safety concerns to Technical Support Specialists with complete case context.

Own follow-up on escalated and pending cases: track status, proactively update the customer or partner, and confirm resolution before closing.

Log every interaction accurately and completely in RingCentral/CRM to support reporting and case continuity.

Help balance call volume across the shared installer-partner queue during peak periods.

Flag recurring issues, script gaps, or knowledge-base gaps to the supervisor or knowledge-base owner.

Meet team targets for call quality, average handle time, and first-call resolution.

Support scheduling coordination service appointments, callbacks, and installer follow-up as needed.

Assist with customer email enquiries that flow in from our website or marketing programs.

Maintain a calm, professional tone and de-escalate frustrated callers.

Qualifications

College degree preferred.

1+ years of experience in a call center, customer service, dispatch, or similar customer-facing role.

Strong verbal communication and active-listening skills.

Ability to learn residential battery storage, solar, and inverter terminology and apply it accurately on calls.

Comfortable working in call center / CRM software; RingCentral experience is a plus.

Able to multitask across phone, chat, and case-management systems without losing accuracy.

Strong organizational skills and reliable follow-through on open items.

Preferred

Experience in a residential solar, energy storage, or home-services call center.

Familiarity with installer or distributor network operations.

Bilingual (Spanish/English).

Work Environment:

Call center environment supporting a high-volume shared queue (sized for roughly 400 calls per day across the team). Schedule will be regular daytime hours.

Benefits

• Medical, dental, and vision
• 401(k)
• Paid Time Off (PTO)
• Paid company holidays

Salary range:

$80-90K yearly based on experience.