Service calls specialist

Terra Energy is seeking a detail-oriented and customer-focused Service Calls Specialist to support our solar operations team. This role serves as the primary point of contact for customers experiencing issues with their solar systems after installation. The Service Calls Specialist will manage service requests, troubleshoot basic system concerns, coordinate field service visits, and ensure a positive customer experience throughout the resolution process. The ideal candidate is organized, proactive, and comfortable working in a fast-paced environment where customer satisfaction and operational efficiency are top priorities. Key Responsibilities Customer Support & Service Management Receive and respond to incoming customer service requests via phone, email, and other communication channels. Serve as the primary point of contact for customers reporting system performance issues, equipment malfunctions, or warranty concerns. Gather and document detailed information regarding customer concerns and service needs. Maintain professional and timely communication throughout the resolution process. Perform initial troubleshooting using monitoring platforms and internal tools. Identify common solar system issues and determine appropriate next steps. Escalate technical concerns to the appropriate internal teams when necessary. Monitor open service cases and ensure timely follow-up. Service Coordination Create, update, and manage service tickets within the company's CRM or ticketing system. Coordinate with Scheduling and Field Operations teams to arrange technician visits. Verify that all necessary information, documentation, and materials are available before dispatching service requests. Track service appointments and maintain accurate records. Case Follow-Up & Closure Follow up with customers after service completion to confirm issue resolution. Ensure all service tickets are properly documented and closed. Identify recurring issues and communicate trends to management. Support warranty claims and equipment replacement processes as needed. Administrative Support Maintain accurate customer records and service histories. Generate reports related to service performance and ticket status. Assist with process improvement initiatives to enhance customer satisfaction and operational efficiency. Qualifications Required High school diploma or equivalent. 2+ years of customer service, service coordination, call center, dispatch, or operations support experience. Strong verbal and written communication skills. Excellent organizational and multitasking abilities. Proficiency with CRM systems, Microsoft Office Suite, and web-based applications. Ability to manage multiple priorities in a fast-paced environment. Strong problem-solving and customer service skills. Preferred Experience in the solar, renewable energy, electrical, construction, HVAC, or home services industries. Experience working with service ticketing systems. Familiarity with solar monitoring platforms and inverter systems. #J-18808-Ljbffr Terra