Senior Customer Experience Specialist

Summary: 

The Customer Experience ‘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.
• Take on additional responsibilities or projects as assigned.

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.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources at [email protected].