Lead Generation & Customer Service Associate

### Customer Outreach & Appointment Setting

* Make outbound calls to homeowners to introduce home energy assessment programs, explain program benefits, and schedule appointments.
* Answer inbound calls, respond to basic customer inquiries, and route leads or requests to the appropriate team.
* Clearly explain appointment details, requirements, and next steps to customers.
* Follow up with customers as needed to confirm appointments and maintain a positive customer experience.

### Account Management & Customer Relations

* Serve as the primary point of contact for assigned client accounts and maintain strong, professional relationships with customers.
* Maintain regular communication with frequent and repeat buyers regarding their ongoing requirements, orders, availability, and service needs.
* Proactively follow up with customers regarding open orders, upcoming requirements, and recurring purchases.
* Assist customers with order placement, product inquiries, order status, and general account-related questions.
* Receive and review customer orders and confirm product details, quantities, pricing, delivery/pickup requirements, and other relevant information.
* Ensure customer orders are accurately entered and processed in the ERP system.
* Verify that ERP orders match the customer's original request and communicate any discrepancies or required clarifications before fulfillment.
* Monitor open orders and follow them through the order fulfillment process.
* Coordinate with the warehouse team to ensure orders are picked, prepared, and ready according to customer requirements and expected timelines.
* Keep customers informed about order confirmations, availability, expected readiness, delays, changes, and pickup/delivery status.
* Follow up internally on pending or delayed orders and communicate resolutions or revised timelines to customers.
* Help ensure that no customer order or request is missed and that outstanding items are followed through to completion.

### Documentation & Reporting

* Maintain accurate call notes, customer communication records, appointment records, order updates, and tracking logs.
* Keep customer account information and relevant order details organized and up to date.
* Generate basic reports on call activity, appointment status, open orders, customer follow-ups, and other assigned activities.
* Document customer concerns, special requirements, and resolutions to support effective communication across teams.

### Computer & Systems Skills

* Comfortable using computers, email, scheduling tools, and customer/order management systems.
* Working knowledge of Microsoft Office 365, including Outlook, Excel, and related applications, preferred.
* Comfortable working with ERP systems for order entry, order tracking, and customer account management.
* Ability to quickly learn internal systems, product information, and company processes.
* Strong attention to detail when entering orders, maintaining customer information, and coordinating fulfillment.