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Issue Resolution Specialist

4 months ago

Houston, United States Sunnova Energy International, Inc. Full time

**Brief Description of Sunnova**

Sunnova (NYSE: NOVA) is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.

At Sunnova, we embrace diverse perspectives, vibrant creativity and forward-thinkers who share our zeal for a sustainable future. A career with us means pushing beyond traditional limits, exploring new horizons, collaborating with like-minded peers, and transforming the energy industry for the better.

If you're excited about being a part of the fastest-growing segment of the energy industry, we encourage you to apply

**THE ISSUE RESOLUTION SPECIALIST POSITION**

Sunnova Energy is searching for an Issue Resolution Specialist to be responsible for substantial support for Sunnova’s Customer Operations department.

**Responsibilities**:

- Assist customers by resolving issues by investigating issues and gathering details regarding claims and complaints
- Work closing with internal and external departments to resolve escalated customer issues including sales, installation team, partners, legal, claims and marketing
- Effectively educate and answer inquiries from customers regarding contract details, system production and the benefits of solar
- Analyze billing and production to investigate customer issues
- Resolve customer issues regarding contract terms
- Prepare requests and process approvals, rewrite contracts, create change orders and amendments as needed to resolve contract and production issues
- Resolve production disputes by reviewing contract guarantees and/or estimations of production
- Appropriately recommend additional panels as needed to increase production
- Handle and resolve high-profile case types including early-pay off requests, buy-out requests, fraud claims, bankruptcy, and foreclosure issues
- Maintains ongoing communication with internal departments to obtain information and/or provide updates regarding escalation cases
- Respond to customer feedback and complaints through social media and survey channels
- Complete various additional tasks and projects as requested from management
- Other responsibilities as assigned

**Minimum Qualifications**:

- 1+ year experience in customer service at a solar or electric utility company
- Experience in escalations role required
- Bachelor’s degree preferred
- Ability to excel in a team-oriented environment
- Detail-oriented aptitude; a high degree of accuracy is required
- Proficient in Microsoft office, specifically Excel and Outlook
- Ability to manage time effectively, set priorities and meet deadlines
- Ability to learn and adapt to change
- Excellent interpersonal, written, and oral communication skills
- Excellent judgment, reasoning, and problem-solving skills
- Very strong organizational and communication (both verbal and written) skills.
- Ability to effectively prepare and summarize results into executive summary recommendations and communications.
- Knowledge and capability to use the tools, processes, and best practices for predicting business trends and providing forecasts that drive business decisions and business planning.
- Eagerness to take ownership of the responsibilities.
- Proven ability to work under pressure and organize, manage and prioritize multiple deliverables.
- Aptitude to effectively communicate with peers, customers, senior management, and partners.
- Team player that behaves ethically, with highest degree of integrity at all times

**Benefits**:

- Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.
- Competitive compensation & annual bonus
- Paid time off, including 11 holidays and Paid Parental Leave
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin._
- If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process._