Customer Experience Specialist IV

Summary: 

The Customer Experience IV ‘Universal Agent’ is the first point of contact for customers and plays a key role in delivering a positive and seamless customer experience. This role involves managing inbound and outbound calls, addressing questions about solar system performance, maintenance, billing, and contractual obligations. The ideal candidate is customer-focused, tech-savvy, and solution-oriented with the ability to handle a fast-paced environment.

Essential Job Functions

• Handle inbound and outbound calls related to solar system performance, service maintenance, billing, and account updates.
• Provide clear and professional communication when explaining system status, lease terms, and contract details.
• Timely and accurately resolve customer inquiry cases to ensure optimal customer experience
• Accurately update customer accounts and ensure all interactions are well-documented
• Troubleshoot basic customer concerns or route complex issues to the appropriate department.
• Maintain compliance with company policies and regulatory standards.
• Meet performance goals for call quality, customer satisfaction, and productivity.
• Collaborate with cross-functional teams to resolve customer concerns.
• Perform administrative tasks to support the call center’s day-to-day operations.
• Other duties as assigned by leadership.

Education/Experience

• High school diploma or equivalent (GED) required.
• Minimum 2 years of experience in a customer service or call center environment.
• Experience in the solar industry or with CRM platforms (e.g., Salesforce) is a plus.
• Strong communication skills – both verbal and written.
• Bilingual (English/Spanish) preferred and may be required for certain markets.
• Proficient in basic computer applications such as Google Workspace or Microsoft Office.
• Detail-oriented and highly organized.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding, please reach out to [email protected] or [email protected] to request an accommodation.