Residential Service Coordinator

Job Description

Ambrose Solar is looking for a talented and experienced individual to join our team in our Service Department. We are looking for a go getter. A relational customer service oriented individual.

The employee in this position will interact with fellow employees, customers and vendors within the company. The employee will handle both inbound and outbound calling responsibilities as it relates to service calls. This person will set, confirm and reschedule appointments as needed for the service technicians. The employee in this position will utilize the knowledge base and case management tools for planning and coordinating assigned tasks to ensure efficient and effective operations, in accordance with customer service standards.

The job duties listed below are typical examples of the work required to be performed by the person/s in this position. Not all duties are included, and it’s important that it is understood duties and tasks may be added as the manager sees fit and/or needed.

• Remotely troubleshoot installed solar systems displaying systems of poor performance based on monitoring data
• Work with equipment vendors to diagnose hardware failures
• Escalate unresolved technical issues by scheduling a field technician to troubleshoot on site
• Creating and configuring monitoring portals for customer solar systems in appropriate manufacturer software (Tesla, Sun Power, Solar Edge, Enphase, SMA, etc.)
• Provide exceptional customer service via phone and email
• Creating and configuring monitoring portals for customer solar systems online
• Conduct ongoing performance monitoring of solar systems
• Conducting consistent follow ups with customers via phone and email
• Reporting and notating customer accounts in CRM System
• Performing general office administration work and other tasks as assigned by manager

• Ability to plan ahead and prioritize tasks efficiently, also make decisions and take action.
• Ability to maintain professional, courteous demeanor on the phone as well as in the office.
• Computer skills/knowledge of Microsoft Office, with intermediate experience in Excel.
• Knowledge of the company, its products/services, procedures and operations.
• Knowledge of the application of instructions and guidelines to specific problems.
• Ability to instruct, direct, and evaluate tasks, and to resolve work related problems.
• Ability to answer questions and determine appropriate course of action for incoming calls.
• Ability to maintain records, complete reports/lists, and compose correspondence/emails.
• Ability to communicate effectively.

• There may be stressful conditions such as size of workload and/or other specific deadlines.
• Ability to sit for extended periods of time and or lift packages 10-20lbs.

• High school diploma or GED required.

• Must have at least two years customer service experience.
• Microsoft office programs
• CRM Database programs

This position is important to us as a company. We value and appreciate everyone who works within Ambrose Solar. We are a TEAM and we all work together and support each other. There may be times where you are asked to do something that may not have been included in this job description. Special projects, clean up tasks and helping our customers to the best of our ability is vital to our success.

We want our employees to “want” to be here and not “have” to be here. If you ever have questions or need assistance with something please go to your manager, remember we are a TEAM!

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Referral program
• Vision insurance

• Briefly describe any and all relevant experience