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Customer Service Representative 1

Location: Denver, Colorado


SUMMARY
The Customer Service Representative serves as the Tier 1 troubleshooter and problem solver for Solar Systems installed by RGS Energy. This position manages the customer experience through warranty claims and production questions or concerns. This position reports to the Customer Service Manager and works within the customer service team in a call center environment.

Duties and Responsibilities

  • Answer inbound calls and address questions and concerns over phone and email regarding system performance, maintenance, savings, and production analysis Produce production analysis for problem solving, walk customers through troubleshooting system errors, and work with field techs if onsite service is required

  • Prepare project information for handoff to Field Service Teams for field site visits

  • Communicate with other departments internally as necessary to ensure customer expectations are met

  • Maintain accurate knowledge of Salesforce.com

  • Delivering a high level of customer service by addressing customers’ questions and concerns and effectively communicating system specifications, performance metrics, and variances.

  • Responsible for being a subject-matter expert on processes associated with the installation of PV Systems. This includes knowing equipment specifications for the major components used in PV arrays, being able to read technical drawings and building plans and maintain a strong understanding of PV design requirements. Other tasks as assigned

  • Other duties as assigned


Qualifications:

  • Associate degree or greater
  • Job related experience in customer service and project coordination

  • Experience with Customer Relationship Management (CRM) software, or equivalent is a plus

  • Proven track record in effective follow-through and problem resolution

  • Experience in PV installations, PV design/engineering, and solar system troubleshooting is a plus

  • Can multi-task and prioritize a high volume of work in a fast-paced environment

  • Capable of managing multiple projects and prioritizing tasks with minimal errors

  • Excellent telephone and communication skills (both written and verbal)

  • Must be able to research, analyze problems, and make independent decisions

  • Attention to detail

  • Prompt response to customer needs

  • Positive team spirit

  • Works long hours when necessary to reach goals

  • Resourceful at meeting challenges


Work in an office/call center environment

RGS Energy provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, gender, sexual orientation, national origin,
age, disability, genetic information, marital status, amnesty, or status as a covered veteran in
accordance with applicable federal, state and local laws. RGS Energy complies with applicable
state and local laws governing non-discrimination in employment in every location in which the
company has facilities. This policy applies to all terms and conditions of employment, including,
but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of
absence, compensation, and training.



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