Customer Success Specialist I

As a Customer Success Specialist I, you will be the first point of contact for our solar customers, handling inbound customer contacts (calls, emails, chats) regarding solar system performance, billing questions, and account support. You will provide first-level troubleshooting and walk customers through basic steps to resolve issues and accurately log and update all customer interactions in the CRM system. You will Identify cases that require escalation to Tier 2 or specialized teams, follow established SOPs for routing high-priority or technical cases, and gather and document all relevant details to ensure escalations are handled efficiently.

You will demonstrate empathy and professionalism in every interaction, aim for first-contact resolution whenever possible, proactively educate customers on how to monitor their solar system performance and where to find helpful resources. Follow all SOPs for customer communication and data security, adhere to service-level agreements (SLAs) for response times and resolution, and provide feedback to leadership on recurring issues, trends, or process gaps.