Senior Solar Customer Care Specialist

BMI Suomi (Icopal Oy, Icopal Katto Oy, Ormax Tiilikatot); South Carolina; In loco; USD 48.000 - 66.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance options

401K with employer match

Wellness program

Tuition reimbursement

Employee resource groups

Descrizione del lavoro

GAF Energy is seeking a Customer Care Representative II to support our mission of generating Energy from Every Roof.

Reporting to the Customer Care Manager in Georgetown, TX, this role serves as an elevated support tier responsible for resolving complex homeowner inquiries, coordinating warranty and service requests, and maintaining strong cross-functional communication with Field Operations, Scheduling, and Technical Support.

Competenze

• H.S. Diploma or GED required.
• 3+ years in customer service, call center operations, or customer support.
• Prior experience in solar, renewable energy, roofing, or residential construction industries strongly preferred.
• Strong ability to communicate clearly and effectively with internal and external teams verbally, in writing, and via digital tools.
• Prior success in a dynamic, fast-paced, high-growth environment with solid time management skills and an ability to prioritize competing initiatives.
• Proven de-escalation skills with an empathetic, customer-first approach and a "no job too small" attitude.
• Technical aptitude with CRM tools (e.g., Salesforce, Zendesk) and Google Workspace (Gmail, Sheets, Docs, Slides).
• Familiarity with basic solar PV systems, electrical concepts, or residential roofing principles is a major plus.

Mansioni

• Serve as primary point of contact for escalated tier-2 inquiries regarding solar roof installations, warranty coverage, and system performance.
• Investigate, troubleshoot, and resolve complex customer issues by coordinating with Field Operations, Scheduling, Sales, and Technical Support.
• Maintain complete and accurate customer records in CRM databases.
• Guide homeowners through post-installation processes and monitor app connectivity.
• Coordinate warranty service requests and partner with Field Service Technicians to ensure timely scheduling and dispatch for maintenance or repairs.
• Identify recurring trends in customer feedback and proactively partner with management to recommend process or workflow improvements.
• Conduct follow-up communications with customers post-resolution to ensure satisfaction and maintain high First Contact Resolution (FCR).
• Other duties as assigned.

Conoscenze

Customer service

De-escalation

Empathy

Cross-functional collaboration

Written communication

Verbal communication

Formazione

HS Diploma or GED

Strumenti

Salesforce

Zendesk

Google Workspace

Descrizione del lavoro

GAF Energy is seeking a Customer Care Representative II to support our mission of generating Energy from Every Roof.

Reporting to the Customer Care Manager in Georgetown, TX, this role serves as an elevated support tier responsible for resolving complex homeowner inquiries, coordinating warranty and service requests, and maintaining strong cross-functional communication with Field Operations, Scheduling, and Technical Support.