SOW Specialist

The primary responsibilities of this role are to manage the working queues, develop processes and maintain implementation of the processes for the Live SOW Team in Sales Concierge, coach and train SOW Specialists, and ensure accurate and timely escalations of projects to Freedom Forever’s internal teams.

Essential Job Duties and Responsibilities

• Quality check SOW Specialist work and ensure accuracy
• Manage working queues and develop processes for efficient project management
• Demonstrate a mastery of either Aurora design software or Account Management functions
• Provide expert-level feedback and direction to Sales Concierge Manager for Live SOW-specific functions
• Review Scope of Work for residential solar projects as needed
• Triage projects, create practical solutions, initiate proper action and follow through
• Build rapport with sales managers, sales administrators and sales representatives to improve realization rates
• Demonstrate basic to advanced understanding of Aurora design platform
• Exhibit mastery of complicated design requirements and understand necessary equipment changes based on those requirements
• Properly escalate design and SOW issues to the appropriate internal teams for resolution
• Learn to answer and action a variety of process and project-specific questions
• Become familiar with project requirements based on region, utilities, AHJ’s, and finance partners
• Become proficient in LIGHTSPEED, Freedom’s custom-built CRM
• Participate in team meetings, discussions and other activities as required in order to support the team and improve the quality of the operation
• Perform other duties as assigned

Qualification Requirements

Education & Certifications

• High School Graduate or GED

Experience

• 1+ years of solar sales support experience preferred
• 1+ years of customer service experience required

Knowledge, Skills & Abilities

• Ability to work a rotating schedule- including early mornings, late evenings, holidays, Saturdays and Sundays are required
• Must be able to operate a computer and other communications equipment (i.e. phone, instant messaging, video conferencing, email, etc.)
• Ability to communicate clearly and concisely in a professional and effective manner, both verbally and written
• A perpetual focus on operational excellence and ability to persevere in an occasionally high stress environment
• Maintain tact and professionalism when dealing with difficult/irate people and those in stressful situations
• Follow written and verbal directions, policies, and procedures
• Ability to work with frequent interruptions
• Develop and maintain cooperative, effective working relationships with others
• Basic clerical and typing skills
• Ability to multitask
• Computer literate and typing skills of at least 35 words per minute
• Excellent communication, customer service, attention to detail and problem-solving skills, including the ability to maintain composure under stress in a high-level environment
• Demonstrates a sense of urgency and ability to meet deadlines
• Must be highly organized and able to multitask on several projects at a time
• Strong client-facing and teamwork skills

Freedom Forever is an equal-opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.