Solar Customer Success Specialist

$52,000 - $62,400/Yr

Photon Brothers - Centennial, CO

Full-time - Mid Level

Centennial, CO

Specialty Trade Contractors

About the position

Photon Brothers is seeking a dedicated and proactive Customer Success Specialist to guide customers through the successful operation and management of their solar and battery systems. This role is critical in maintaining customer satisfaction, capturing positive reviews, and supporting timely payment of invoices, ensuring customers are empowered to utilize their energy systems effectively.

Responsibilities

• Conduct engaging and informative training sessions to help customers understand how their solar and battery systems work.
• Provide comprehensive guidance on using the Tesla app to monitor and manage energy usage, track system performance, and optimize savings.
• Respond to customer inquiries and troubleshoot any app or system-related issues with clarity and empathy.
• Regularly check in with customers to gather feedback on their experience and address any concerns.
• Develop rapport with customers, acting as their trusted point of contact and enhancing their experience post-installation.
• Capture and document customer testimonials and positive reviews, following up on opportunities for referrals.
• Work collaboratively with the marketing and sales teams to convert satisfied customers into advocates.
• Monitor outstanding invoices, maintaining a positive approach to ensure customers understand their payment options and deadlines.
• Address any questions related to billing and ensure the payment process is as seamless as possible.
• Keep detailed records of all customer interactions, including feedback, training notes, and any reported issues.
• Report on customer satisfaction metrics, feedback trends, and areas for improvement to enhance the customer journey.

Requirements

• Familiarity with solar and battery systems is highly preferred, or a strong willingness and aptitude to learn technical concepts required.
• Excellent communication and interpersonal skills with a focus on relationship building.
• Tech-savvy with the ability to guide customers on app usage and system monitoring.
• Strong problem-solving skills and a proactive approach to customer satisfaction.
• Experience with CRM systems is a plus, preference toward Hubspot.

Benefits

• Paid holidays
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance