Customer Experience Specialist

Job Description

SunCommon believes business should create positive change and help solve the world's biggest problems. Our mission is to accelerate the transition to solar power in our communities because ensuring a habitable planet is the most important work of our lifetimes.

SunCommon is a market leading renewable energy company operating in Vermont and New York's Hudson Valley and Capital District. We use an innovative approach to marketing, via high-touch, personal interactions with home and business owners who want clean electricity and more energy security. We've done all the legwork to put together a total package that's easy for the customer. We picked the best equipment manufacturers, arranged attractive financing that saves our customers real money and hired up the finest installers. There's over 8,000 happy SunCommon residential and commercial customers so far - and lots more to come. Organized as a Benefit Corporation and certified as a BCorp, we're committed to the triple bottom line of People, Planet and Profit. Our goal is to become the largest publicly traded, BCorp in the country producing renewable energy.

About This Position

Temporary Position (approximately 3-4 months) with Permanent Potential based on business needs

We're seeking motivated individual to join our team of Customer Experience Specialists. This temporary role offers an excellent opportunity to make a meaningful impact while supporting our team during a parental leave.

SunCommon's Solar Customer Experience Specialists are the first voice our customers and prospects hear. This role spans the entire experience from initial contact through ongoing customer support, creating a seamless, joyful experience across the full customer journey - from initial inquiry through ongoing system ownership.

Solar Customer Experience Specialists work with people from all backgrounds and perspectives to answer questions, assess solar viability, schedule home visits, and guide prospective customers through our process. For existing customers, they troubleshoot technical issues, resolve billing inquiries, support system performance questions, and serve as a trusted ongoing resource.

This role requires tact, adaptability, and a high degree of professionalism with a genuine passion for our mission. Strong organizational skills, accuracy, and effective cross-functional collaboration are essential to success. In a dynamic industry, new product opportunities, technology advances, and regulatory changes require the ability to pivot quickly with enthusiasm. All customer interactions - via phone, email, and occasional in-person visits - must be accurately logged in CRM.

Essential Job Functions

• Serve as first point of contact for inbound calls and emails from both prospective and current customers
• Engage qualified homeowners and small business owners to explore solar options, assess site viability, and schedule home visits
• Build rapport quickly; convey the value of solar and SunCommon's mission with authenticity and enthusiasm
• Assess initial solar viability using Google Earth and other tools; qualify leads based on site suitability, creditworthiness, and customer motivation
• Deliver exceptional customer service by responding promptly to technical and non-technical inquiries, resolving system errors through remote troubleshooting, and researching production questions
• Walk customers through equipment resets and remote maintenance steps; schedule on-site service visits when needed
• Serve as a resource on the federal Investment Tax Credit (ITC), home sale transfers, solar performance in varying weather, and Community Solar Array (CSA) membership changes
• Meet daily, weekly, and monthly goals for qualified visits scheduled and cases resolved
• Accurately log all customer communications and case notes in Salesforce and other systems in a timely manner
• Generate referral opportunities through networking and relationship-building
• Thrive in an ever-changing environment, tackling new challenges with a positive, solutions-oriented attitude
• Support SunCommon's Culture: actively contribute to a positive, enthusiastic, and adaptable team environment

Job Qualifications

• Two or more years of customer service experience, ideally in a remote or phone-based environment; Bachelor's degree or equivalent combination of education and experience
• Genuine enthusiasm for customer interaction, problem-solving, and goal achievement
• Top-notch customer service skills, including the ability to identify the most effective communication approach for each situation
• A strong commitment to SunCommon's purpose and vision
• Tenacity: gains satisfaction from seeing issues through to full resolution
• Adaptability: thrives in a fast-changing environment and manages multiple priorities effectively
• Solutions-oriented mindset: asks "how could we" and proposes clear paths forward
• Professional, joyful communication: able to speak clearly and articulately by phone and write effective, engaging emails
• Strong team player with solid relationship-building skills; gives and receives feedback graciously
• Solar Smarts: knowledge of (or ability to quickly learn) solar equipment, CSA memberships, net metering programs, and utility-specific information
• Computer proficiency: Microsoft Office suite, Google Workspace, Salesforce, and data management
• Flexible schedule: some evening and weekend availability required

Physical Requirements

• Ability to sit for extended periods at a workstation/computer
• Ability to use a computer keyboard, mouse, and monitor for extended periods including repetitive use of hands and fingers
• Ability to talk and hear, including extended use of a telephone or headset
• Visual acuity sufficient to read computer screens and printed materials for extended periods
• Occasional lifting (commonly "up to 10-15 lbs" for things like office supplies or equipment)
• Reasonable accommodations available per ADA

Compensation & Benefits

SunCommon provides our employees a competitive salary and strong package of benefits for employees and their family, including dental and vision.

• Paid personal leave starting at 2 weeks for the first year, which increases to 3 weeks after 1 year of employment.
• 10 Paid holidays annually
• Retirement savings with company match
• Life Insurance
• Student Loan Paydown Program
• Employee Assistance Program (EAP)
• SunCommon branded gear