Solar Service Coordinator in Ellington, Connecticut at Earthlight Technologies LLC

Role: Solar Service Coordinator The Solar Service Coordinator serves as the primary point of contact for service customers, providing responsive communication and proactive follow-up to ensure concerns are addressed effectively and in a timely manner. This role manages inbound customer calls and outreach, creates and tracks service cases, assists with basic troubleshooting, explains solar production and utility bill concerns, and follows up on service quotes. The Solar Service Coordinator works closely with field technicians, service management, manufacturers, vendors, and internal departments to help drive service issues toward resolution while providing a positive customer experience. Key Responsibilities include but are not limited to: - Serve as the first point of contact for service customers, managing calls, emails, texts, proactive outreach, and ongoing follow-up. - Open, maintain, and document internal service cases to ensure visibility and timely resolution. - Open manufacturer cases for remote diagnosis, troubleshooting, and work order creation. - Provide basic troubleshooting for solar monitoring and WiFi connectivity issues. - Review monitoring data, electric bills, contracts, and related documents to address and explain solar production and utility bill concerns. - Coordinate with field technicians and service management, including scheduling technicians and escalating issues when additional support is needed. - Document technician findings, photos, and service visit information. - Follow up on service quotes and track outstanding quotes through resolution. - Process defective parts for return or recycling. - Assist with weekly solar production monitoring. - Prepare Quarterly Production Reports. Position Overview: Work Hours: Full time Compensation: $20.00 - $24.00 per hour Benefits: Medical, Dental, Vision, 401K with Company Match, Life Insurance, PTO, 8 Paid Holidays, and other Additional Fringe Benefits (Accident Insurance, Hospital Critical Care Insurance, Additional Life Insurance). Location: Ellington, CT. In office. Required Qualifications: - High school diploma or GED required; some college-level education preferred. - Previous customer service, service coordination, call center, or administrative support experience preferred. - Comfortable communicating with customers by phone and handling a high volume of customer inquiries and follow-up. - Ability to learn solar monitoring platforms, basic troubleshooting processes, and service-related terminology. Preferred Qualifications: - Strong customer service and communication skills - Professional, confident, and friendly phone presence - Strong organization, attention to detail, and follow-through - Ability to troubleshoot basic customer and technical concerns - Proficiency with Microsoft Suite; Salesforce experience a plus Job Expectations: Ability to operate normal and customary equipment/technology used in a business and field environment, with or without accommodation. Note: This description is not an exhaustive list of all role responsibilities, skills, and standards required. Other responsibilities, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time. About our Company: Earthlight Technologies is a family owned and operated business with headquarters in Ellington, CT and offices in Massachusetts and Oregon. We specialize in solutions for residential solar, commercial solar, EV charging stations, and commercial energy efficiency. Our mission is to make the process easy and seamless. We are an Affirmative Action/Equal Opportunity Employer, committed to creating a diverse and inclusive workplace where all individuals are treated with respect and given equal opportunities for employment and advancement. Core Values: At Earthlight we have a set of Core Values that we hold each other accountable to and would expect any new hire to strive for: - We Value Each Other - We Do the Right Thing - We Demand Quality - We Work Safely - We are Responsible Stewards