- Handle inbound customer contacts (calls, emails, chats) regarding solar system performance, billing questions, and account support.
- Provide first-level troubleshooting and walk customers through basic steps to resolve issues.
- Accurately log and update all customer interactions in the CRM system.
- Identify cases that require escalation to Tier 2 or specialized teams.
- Follow established SOPs for routing high-priority or technical cases.
- Proactively educate customers on how to monitor their solar system performance.
- Adhere to service-level agreements (SLAs) for response times and resolution.