The Role
Handle inbound customer calls, texts, and emails for solar, battery, and EV projects. Schedule sales and service appointments, provide project and ticket updates, perform basic system troubleshooting, manage warranty claims, maintain CRM and field-service records, document escalations, and follow issues through resolution. The role also identifies service or upgrade opportunities and requires consistent, professional customer communication.
Summary Generated by Built In
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
Skills Required
- Excellent communication skills and a patient, friendly, confident phone manner
- Ability to organize and accurately manage calls, texts, emails, project data, and service records
- Enjoys troubleshooting and solving common customer problems on the first call
- Ability to maintain accurate information in CRM and field-service tools
- Ability to own customer issues through resolution and follow-up
- Consistent work schedule and availability
- Customer service, call center, or dispatch experience
- Experience in solar, electrical, HVAC, home services, or utilities
- Familiarity with Salesforce, FieldPulse, or similar tools
- Bilingual English and Spanish
- Retail or call center experience
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The Company
What We Do
Solar Alternatives is a solar and energy management firm offering engineering, consultation, and construction services for commercial, industrial, utility, and residential clients.
