Customer Experience Specialist

Solar Customer Experience Specialist

Sun Common believes business should create positive change and help solve the world's biggest problems. Our mission is to accelerate the transition to solar power in our communities because ensuring a habitable planet is the most important work of our lifetimes.

Sun Common is a market leading renewable energy company operating in Vermont and New York's Hudson Valley and Capital District. We use an innovative approach to marketing, via high-touch, personal interactions with home and business owners who want clean electricity and more energy security. We've done all the legwork to put together a total package that's easy for the customer. We picked the best equipment manufacturers, arranged attractive financing that saves our customers real money and hired up the finest installers.

There's over 8,000 happy Sun Common residential and commercial customers so far — and lots more to come. Organized as a Benefit Corporation and certified as a BCorp, we're committed to the triple bottom line of People, Planet and Profit. Our goal is to become the largest publicly traded, BCorp in the country producing renewable energy.

We're seeking motivated individual to join our team of Customer Experience Specialists. This temporary role offers an excellent opportunity to make a meaningful impact while supporting our team during a parental leave.

Sun Common's Solar Customer Experience Specialists are the first voice our customers and prospects hear. This role spans the entire experience from initial contact through ongoing customer support, creating a seamless, joyful experience across the full customer journey — from initial inquiry through ongoing system ownership.

Solar Customer Experience Specialists work with people from all backgrounds and perspectives to answer questions, assess solar viability, schedule home visits, and guide prospective customers through our process. For existing customers, they troubleshoot technical issues, resolve billing inquiries, support system performance questions, and serve as a trusted ongoing resource.

This role requires tact, adaptability, and a high degree of professionalism with a genuine passion for our mission. Strong organizational skills, accuracy, and effective cross-functional collaboration are essential to success. In a dynamic industry, new product opportunities, technology advances, and regulatory changes require the ability to pivot quickly with enthusiasm. All customer interactions — via phone, email, and occasional in-person visits — must be accurately logged in CRM.

• Serve as first point of contact for inbound calls and emails from both prospective and current customers
• Engage qualified homeowners and small business owners to explore solar options, assess site viability, and schedule home visits
• Build rapport quickly; convey the value of solar and Sun Common's mission with authenticity and enthusiasm
• Assess initial solar viability using Google Earth and other tools; qualify leads based on site suitability, creditworthiness, and customer motivation
• Deliver exceptional customer service by responding promptly to technical and non-technical inquiries, resolving system errors through remote troubleshooting, and researching production questions
• Walk customers through equipment resets and remote maintenance steps; schedule on-site service visits when needed
• Serve as a resource on the federal Investment Tax Credit (ITC), home sale transfers, solar performance in varying weather, and Community Solar Array (CSA) membership changes
• Meet daily, weekly, and monthly goals for qualified visits scheduled and cases resolved
• Accurately log all customer communications and case notes in Salesforce and other systems in a timely manner
• Generate referral opportunities through networking and relationship-building
• Thrive in an ever-changing environment, tackling new challenges with a positive, solutions-oriented attitude
• Support Sun Common's Culture: actively contribute to a positive, enthusiastic, and adaptable team environment

• Two…