Customer Success Specialist

New Orleans, LA (hybrid) · Full-time, hourly

About the role

Solar Alternatives has been designing, installing and servicing solar, battery backup and EV charging systems across the Gulf South for more than a decade. As a Customer Success Specialist, you're the first voice our customers hear. You'll handle inbound calls from start to finish: booking appointments, scheduling service, giving project updates and fixing simple system issues over the phone. You're trusted to solve problems, not just take messages.

Responsibilities

• Answer inbound calls, texts and emails, and resolve them on first contact whenever possible
• Book sales appointments for new solar, battery and EV inquiries
• Take new service requests: gather system details, photos and symptoms, then book the visit
• Pre-schedule service and warranty work: confirm the issue, coverage, equipment and access so the visit is ready to go
• Give customers clear, proactive updates on projects (permitting, utility interconnection, installation) and service tickets
• Walk customers through basic troubleshooting before a truck rolls, such as Wi-Fi/monitoring reconnects, system reboots, breaker and disconnect checks, and app alerts
• Run our production warranty process: pull monitoring data, compare it to expected production, document the claim and escalate when needed
• Keep accurate records in our CRM and field-service software
• Hand off complex technical, billing or sales issues to the right team with complete notes
• Follow up on open issues until they're resolved, and spot service or upgrade opportunities

Requirements

• Excellent communication skills: patient, friendly and confident on the phone (retail or call center experience a PLUS)
• Customer service, call center or dispatch experience helpful (this is an inbound role)
• Organized and detail-minded with calls, texts and email
• Enjoy troubleshooting and solving common problems on the first call
• Keep project and service data organized and updated in our CRM and field-service tools
• Own the customer's issue from first call through resolution and follow-up
• Consistent work schedule and availability
• Stay sharp, professional and bright-eyed with every customer

Preferred

• Experience in solar, electrical, HVAC, home services or utilities
• Familiarity with Salesforce, FieldPulse or similar tools
• Bilingual English/Spanish

Benefits

• $18–25/hr, depending on experience
• Opportunity for commission and bonus $5000-10000/yr
• Advanced product, systems and troubleshooting training to ensure success
• A clear path into service coordination and operations
• Two weeks paid leave, plus 7 bank holidays
• Use of professional company tools, including a customized CRM and VOIP system
• The peace of mind that comes with supporting only best-in-class products, installation and services
• Health insurance, vision and dental benefits standard
• 401K with company match