Solar Programs, Customer Support Associate (Hybrid - Chicago, IL , Oakland, CA , Portland, OR - US)

<div class="content-intro">Interested in joining a growing company where you will work with talented colleagues, enhance a supportive and energetic culture, and be part of the climate solution? At Energy Solutions, we focus on the big impacts. And we believe that market-based programs can be a powerful force to deliver large-scale energy, carbon, and water-use savings. Since 1995, we’ve harnessed that power to offer proven, performance-based solutions for our utility, government, and institutional customers.</div>Energy Solutions is currently seeking Solar Programs,  Customer Support Associate to join our Distributed Energy Resources (DERs) team.  In this role you will answer inbound calls and e-mails from customers seeking solar program information, rules, procedures and/or resolution to customer service issues. Successful candidates will demonstrate excellent customer service by actively listening with genuine empathy and compassion, determining questions/concerns, investigating root cause, selecting and explaining best solution, escalating when necessary, and tracking to ensure timely resolution.Solar energy is critical in driving our nation’s progress toward a decarbonized grid, and you will play a material role in helping our team make this future a reality. This unique market opportunity, paired with Energy Solutions mission driven approach, creates a perfect environment for individuals who want to have an active voice in shaping the energy future. The person filling this role will be required to work in a hybrid work environment adjacent to one of our offices (Oakland, CA, Portland, OR, or Chicago, IL) and expected to be in the office a minimum of once a week (currently Wednesdays). Daily responsibilities include but are not limited to:<ul><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Maintain up to date knowledge of program guidelines and procedures</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Respond to program inquiries via telephone and email in a timely, professional, helpful, and courteous manner</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Use general knowledge, program guidebook, data stored in knowledge-base, and other sources of information to answer client questions and/or resolve issues</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Forward client inquiries to appropriate parties when not able to resolve, and maintain ownership by tracking and following up to ensure resolution</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Collaborate with team, management, and clients regarding other project support activities (e.g., gathering needed information)</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Respond to inquiries and execute tasks within required service level agreement timeframes (SLA) </li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Use Salesforce to track cases</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Ad hoc projects as needed</li></ul> Minimum Qualifications:<ul><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Bachelor’s degree preferred </li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">A minimum of 1 year of relevant work experience </li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Ability to listen, comprehend, communicate, and resolve moderately complex technical topics</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Have a pleasant and clear phone demeanor and professional tone, superior organizational skills, and the ability to quickly adapt to unexpected changes</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Ability to function as a team player and multi-task between various projects to help meet and exceed program goals</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Excellent verbal and written communication skills</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Excellent time management and multi-tasking skills</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Excellent personal accountability and quality control practices</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Proficient in Microsoft Office Suite</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Experience with Salesforce preferred</li><li style="font-family: 'times new roman', times, serif; font-size: 14pt;">Bilingual (Spanish and English fluency) strongly preferred</li></ul>  Compensation to commensurate with experience with the pay band of  $60,000 - $70,000/Annually<div class="content-conclusion">Compensation is commensurate with experience and includes a generous retirement package. Energy Solutions provides an excellent benefits package including medical, dental and vision insurance, other pre-tax contribution plans and an Employee Stock Ownership Plan (ESOP).AI Use At Energy Solutions we believe in the importance of authentic interactions and equitable opportunities. We base our candidate selection on one’s own skills, knowledge, and experience. To ensure the integrity and fairness of our interview process, the use of artificial intelligence (AI) tools (including Generative AI) or other means to generate or assist with responses during interviews is strictly prohibited. This practice supports our commitment to create a transparent and equitable space where skills, knowledge and experience skills can truly shine.Equal Opportunity EmployerEnergy Solutions is an affirmative action-equal opportunity employer and prohibits discrimination and harassment of any type. We afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristics protected by law. Energy Solutions conforms to the spirit as well as to the letter of all applicable laws and regulations.Inclusion, Diversity, Equity, Accessibility We live out our mission day in and day out by helping our clients and communities generate clean energy solutions the world needs. Our success is dependent on developing a team of creative thinkers, innovators, and a workforce that reflects the diversity of our world. To that end, we’re committed to hiring, promoting, and retaining a diversity of talent, and infusing inclusion, diversity, equity, and accessibility (IDEA) throughout our business. We encourage people from all backgrounds and all walks of life to apply. Come grow with us at Energy Solutions!  Office Locations and a Remote WorkforceEnergy Solutions operates as a predominantly remote workforce with offices in  <a class="c-link" href="https://energy-solution.com/contact-us/" target="_blank" data-stringify-link="https://energy-solution.com/contact-us/" data-sk="tooltip_parent">six different locations</a>. Employees who reside within 40 miles of an office (except New York) will be assigned to that location, though in-office attendance requirements may vary by team. At this time, we are not accepting applications from candidates residing in the following states: Alaska, Delaware, Kentucky, Mississippi, Montana, Nebraska, North Dakota, and Wyoming.Background Check InformationInformation will be requested to perform the compulsory background check. A drug screen and authorization to work in the U.S. indefinitely are preconditions of employment. Energy Solutions is an equal opportunity employer.Reasonable Accommodations Energy Solutions is committed to providing access and reasonable accommodation for individuals with disabilities. If you require accommodations in completing this application, interviewing, and/or completing any pre-employment testing, or otherwise participating in the employee selection process, please email <a href="mailto:accommodation@energy-solution.com">accommodation@energy-solution.com</a>.<a href="https://energy-solution.com/wp-content/uploads/2023/07/ES-Privacy-Notice-for-Job-Applicants.pdf" target="_blank">Privacy Notice for Job Applicants </a>  </div>

Solar Programs, Customer Support Associate (Hybrid - Chicago, IL , Oakland, CA , Portland, OR - US)

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