Position Summary 

The Nautilus Solar Energy (“NSE”) Customer Service Specialist will be responsible for initiating and receiving customer calls, emails, and chat communications regarding community solar subscriptions. The position will support communications regarding billing, collections, failed payments and other account matters. In addition, this position will support customer service ticket tracking and resolution, KPI metric reporting, analyzing customer feedback, and other important customer service items as assigned. As a Customer Service Specialist, this role is instrumental in creating a positive customer experience and supporting subscription retention plans. The position is full-time remote and reports to the Senior Associate, Community Solar Customer Experience. 

 

Responsibilities: 

Make outbound calls to and take inbound calls from community solar residential and C&I subscribers. Focus on subscriber satisfaction and amicable resolutions to subscriber complaints. Monitor queue for welcome calls, incomplete enrollment calls, failed payment calls, live chat needs and payment plan set-up calls. Prepare reports analyzing metrics for outbound calls. Handle and close work tickets as assigned. Interact professionally and appropriately with disgruntled/dissatisfied callers.  Assist with analyzing customer's feedback from calls, emails, and chats. Other duties as assigned.