Service Support Pro Ii

7 days ago

Chandler, United States Elevation Solar LLC Full time

Description:
**Job Title**: Service Support Pro II

J**ob Type**: Full-Time

**Pay**: $20-$22/hr

**Benefits**: Health, Dental, Vision, 401k

**Location**: AZ, CA (Remote)

**Who We Are**:
Elevation Solar is the most innovative and fastest-growing home energy solutions provider in the country We offer solar and home energy solutions to help customers optimize their homes' energy efficiency, reduce their environmental impact, and save on energy costs. Established in 2014, we are located in multiple states nationwide and have experienced remarkable growth over the last decade.

With our seamless sales generation and submission technology, supported by our award-winning in-house install teams, we have established ourselves as a premier player in the industry. We have a track record of tens of thousands of successful installations, a dedicated team of experienced professionals, an A+ BBB rating, and a 4.6-star Google review score. We take pride in delighting our customers from initial greeting to install completion and beyond.

**Job Summary**:Elevation is searching for a Service Support Pro II to join our service team. As a Service Support Team Pro, you will assist the Service Support team in obtaining goals and driving company KPI’s. Help create a culture of accountability by using performance management and development processes. Drive case resolution turn time down. Aid the leadership team in scheduling, monitoring setup, and case resolution within the Service Support department. You will ensure the Service Support department is customer-facing, providing superior service and better experience for the customer. Create reporting and acquired data to successfully invoice all service and warranty work. Build trust and rapport with field technicians and managers to ensure results. Manage the process to a level that decreases case turn times and service visits.

**Responsibilities**:

- Take Inbound/Outbound customer calls.
- Focus on one call resolution by troubleshooting the customers system with them on the phone or scheduling a service.
- Extensive knowledge of solar/battery manufacturer products and RMA processes and troubleshooting.
- Case Management.
- Provide support to technicians.
- Create and train teams on troubleshooting systems.
- Complete All Manufacture certifications (Battery and Solar).
- Attending in person Services for ALL Services (Battery, RMA’s Troubleshooting).
- Create reports and dashboards in Salesforce.
- Manage Escalated Cases
- Maintain 80% First Call Close/Schedule
- Maintain 5 day Turn Time.

**Requirements**:
**Minimum Qualifications**:

- High school diploma or equivalent.
- 2 years of customer service experience required.
- 1 years’ experience in solar is required.
- Knowledge about Battery systems and troubleshooting.
- Handle customer escalations.
- Expert knowledge of all troubleshooting techniques.
- High level of organizational skills.
- Strong attention to detail.
- Critical thinking and problem-solving skills.
- Must be effective at working in teams.
- Must be dependable and demonstrate a positive demeanor.
- Demonstrated experience with Microsoft Office Suite and Excel.
- Excellent verbal and written communication skills.
- Must be authorized to work in the United States.

**Working Conditions & Physical Requirements**:

- This position is performed in a standard office environment.
- This person will operate more than 90% of the time in a stationary position.
- When not stationary, this person may need to move about the office environment to access filing cabinets, office machinery etc.
- This person must be able to operate a computer, common software packages, and other office machinery such as a calculator and a printer.
- Occasional attendance at industry events, trade shows, and community outreach programs to promote solar products and services.

**Equal Opportunity Employer**

Elevation Solar is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

**Reasonable Accommodations Statement**

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This job description has been reviewed to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities or a contract of employment. Management reserves the right to modify, add, or remove duties as necessary. Elevation Solar, LLC is an equal opportunity employer committed to providing a work environment free from discrimination and harassment.

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