Issue Resolution Specialist - Sunnova

Responsibilities

• Assist customers by resolving issues by investigating issues and gathering details regarding claims and complaints
• Work closing with internal and external departments to resolve escalated customer issues including sales, installation team, partners, legal, claims and marketing
• Effectively educate and answer inquiries from customers regarding contract details, system production and the benefits of solar
• Analyze billing and production to investigate customer issues
• Resolve customer issues regarding contract terms
• Prepare requests and process approvals, rewrite contracts, create change orders and amendments as needed to resolve contract and production issues
• Resolve production disputes by reviewing contract guarantees and/or estimations of production
• Appropriately recommend additional panels as needed to increase production
• Handle and resolve high-profile case types including early-pay off requests, buy-out requests, fraud claims, bankruptcy, and foreclosure issues
• Maintains ongoing communication with internal departments to obtain information and/or provide updates regarding escalation cases
• Respond to customer feedback and complaints through social media and survey channels
• Diligently follows-up with customers via email and phone calls to provide resolution
• Complete various additional tasks and projects as requested from management
• Other responsibilities as assigned

Minimum Qualifications

• 1+ year experience in customer service at a solar or electric utility company
• Bilingual (Spanish & English)
• Experience in escalations role required
• Bachelor's degree preferred
• Ability to excel in a team-oriented environment
• Detail-oriented aptitude; a high degree of accuracy is required
• Proficient in Microsoft office, specifically Excel and Outlook
• Ability to manage time effectively, set priorities and meet deadlines
• Ability to learn and adapt to change
• Excellent interpersonal, written, and oral communication skills
• Excellent judgment, reasoning, and problem-solving skills
• Very strong organizational and communication (both verbal and written) skills.
• Ability to effectively prepare and summarize results into executive summary recommendations and communications.
• Knowledge and capability to use the tools, processes, and best practices for predicting business trends and providing forecasts that drive business decisions and business planning.
• Eagerness to take ownership of the responsibilities.
• Proven ability to work under pressure and organize, manage and prioritize multiple deliverables.
• Aptitude to effectively communicate with peers, customers, senior management, and partners.
• Team player that behaves ethically, with highest degree of integrity at all times

Benefits

• Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.
• Competitive compensation & annual bonus
• Paid time off, including 11 holidays and Paid Parental Leave

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