Customer Service Specialist

Job Overview

Under the direct supervision of the Vice President of Design & Engineering and Service and Support Supervisor this position will be responsible for duties including: front-line phone and e-mail communication with customers, reviewing solar production of customer sites, and creating owner’s manuals.

Duties & Responsibilities

• Including but not limited to:
  • Weekly customer status updates of open service tickets.
  • Create service tickets from inbound calls and e-mails.
  • Create monitoring portals on inverter manufacturer websites and distribute access to the customer accordingly.
  • Create owner’s manuals for customers from pre-built templates and distribute accordingly.
  • Create production reports for new customers from pre-built templates and distribute accordingly.
  • Project Report and monitoring portal review before closing tickets as necessary.
  • Weekly/monthly deep analysis and diagnostics of Operations & Maintenance (O&M) sites.
  • Direct communication with inverter manufacturers to resolve issues (phone or chat support).
  • Assist with phone call roll-over from front desk as needed.
  • Job-site delivery of material for Construction, Electrical, and Service teams as needed.
  • Additional duties as needed.

Knowledge, Skills and Abilities

• Strong phone and written communication.
• Motivated, collaborative, and team focused.
• Ability to work in a fast-paced environment.
• Microsoft Office 365 Suite of applications.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift up to 50 lbs.

Work Hours and Location

• This position is a full-time non-exempt position located in the office at Eagle Point Solar in Dubuque, IA. Regular business hours are Monday – Friday from 8:00 am – 5:00 pm.