Job Description

TIER 1 CUSTOMER SUPPORT AGENT ADT SOLAR

ROLE AND RESPONSIBILITIES

The fully REMOTE - Tier 1 Customer Support Agent is the front line for receiving/handling customer queries and complaints.  Tier 1 Agents will ensure that customers are satisfied with Sunpro products, services, and features.  Responsibilities include, but are not limited to:

• Answer inbound customer phone calls with minimal caller wait times.
• Respond to queries from customers utilizing training and Knowledge Base.
• Create Salesforce Cases as necessary and direct to appropriate personnel.
• Log all interactions with customers.
• Escalate urgent problems to Leadership.
• Contribute to growing Knowledge Base by capturing questions/problems and solutions.

SKILLS

• Bilingual - English/Spanish is a plus.
• Extremely strong customer service skills.
• Excellent grammar, spoken and written.
• Basic math skills.
• Active listening skills.
• Patience with upset customers and the ability to diffuse a situation.
• Good understanding of solar concepts and equipment.

TOOLS

• Salesforce CRM
• Five9 Call Center
• Microsoft Word, Excel, PowerPoint
• Enphase Enlighten Manager

ADDITIONAL NOTES

40-hour work week including some weekends.

Company Description

WHO WE ARE. Founded in 2008, Sunpro Solar is one of the leading providers of rooftop solar in the United States. Sunpro Solar designs, installs, and maintains solar panels on residential and commercial properties. Sunpro Solar has a proven history and reputation for providing quality service, and was ranked #2 for 2021 Solar Power World’s Magazine Top Residential Solar Installer in the United States.