Service Case Coordinator – Intake

Job Description

All Energy Solar is seeking a full-time Service Case Coordinator – Intake to join our Service Department. This entry-level role plays a critical part in the initial intake and triage of all service-related inquiries, ensuring cases are accurately logged, properly prioritized, and efficiently assigned. You’ll serve as the first point of contact for service requests, whether through email, phone, or internal systems and help create a streamlined, customer-focused experience. This position requires strong organizational skills, clear communication, and a high level of attention to detail.

Responsibilities & Essential Functions

• Manage the intake of all service inquiries via email, phone, and internal case platforms.
• Accurately assess the type and urgency of each service request.
• Assign cases to the appropriate Service Case Coordinator based on type and severity.
• Maintain detailed documentation of each inquiry in the company’s customer management system.
• Monitor and manage the service department inbox, ensuring prompt and professional responses.
• Answer incoming calls to the service line and direct messages to the correct team members.
• Assist in scheduling service technician appointments when needed.
• Track all communication and updates through the customer management system, ensuring alignment with department processes.
• Maintain high standards of customer service, even when handling escalated or upset customers.
• Collaborate cross-functionally with other departments to resolve inquiries efficiently.
• Contribute to overall team support and be ready to jump in and help as needed.
• Navigate internal systems and technology including Google Workspace, NetSuite, and service calendars.

Other Duties

• Other duties and tasks as assigned by management.

Skills/Qualifications

• Minimum of 1 year of experience in a customer service role requiring strong verbal and written communication skills.
• Excellent phone etiquette and a dedication to providing exceptional customer support.
• Highly organized with strong attention to detail.
• Skilled at asking thoughtful, clear questions and accurately documenting information.
• Comfortable learning and using multiple software platforms and customer management systems.
• Enthusiastic about learning and contributing in a collaborative, team-oriented environment.
• Positive attitude with a proactive and solution-focused mindset.
• Experience with PV solar or electrical systems is a plus, but not required.
• Proficiency with Google Suite (Google Drive, Gmail), NetSuite, or similar tools and technology is preferred.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer (frequent).
• Must be able to lift up to 30 pounds at times (infrequent).
• Ability to type at least 50 words per minute (frequent).

Compensation & Benefits

• This is a full-time non-exempt hourly (overtime eligible) position with an hourly rate of $20.00 ??? $24.00 (depending on qualifications and experience).
• Hybrid: This position is eligible to work a combination of in-office at AES headquarters in St Paul, MN, and remote/work-from-home. (*Note: this is subject to change by management based on company and business needs, may or may not be eligible until 90+ days of employment/training period completion, will be determined and agreed on by management and employee, and contingent upon employees being in good standing).
• PTO accrual per hour will be .03847, up to 80 hours annually (120 hours annually after year 1).
• 6 paid holidays + 1 floating holiday.
• Dental + vision insurance (free for individual).
• Health insurance (free individual option).
• 401K with company match (eligible after 90 days, age 21+).
• Discretionary Profit Sharing Bonus based on company performance.
• Free employee assistance plan.
• Company-provided training and continuing education.
• Much more!

Please include a cover letter and resume with your application. We can’t wait to hear from you!

Equal Employment Opportunity Statement (EEO)

All Energy Solar is an equal employment opportunity (EEO) to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location that we facilitate. All Energy Solar is a proud promoter of employment opportunities to our Military and Veterans.