Customer Service - Project Coordinator

Job Description:

A Customer Service Project Coordinator is responsible for managing customer experience from when they are scheduled for installation to the completion of the installation. This role involves potentially communicating with various stakeholders and ensuring the company hits the monthly Installation targets. Additionally, the Customer Service Project Coordinator will also be handling installers (subcontractors and/or internal teams) assigned to them. This will involve day-to-day communication, installation availability and any grievances they may have. The ideal candidate will possess a comprehensive understanding of solar and battery technologies, project management skills, and excellent communication abilities to engage with and support our customers throughout the entire project lifecycle.

Responsibilities Overview:

Project Management:

● Lead end-to-end project management for solar and battery installations, from initial customer contact to project completion.

● Managing installers assigned to them, to ensure the installation done for customers in smooth and seamless.

● Submit and track pre-installation DNSP applications and post-installation smart meter applications.

● Maintaining up to date CRM ticket records.

● Collaborate with cross-functional teams, including technicians, engineers, and contractors, to coordinate project activities.

Customer Service:

● Serve as the primary point of contact for customers, addressing inquiries, providing updates, and ensuring a positive pre installation and after installation customer experience.

● Conduct pre-installation consultations to understand customer needs, explain project details, and set expectations.

● Resolve customer concerns promptly and effectively, maintaining high levels of satisfaction throughout the project lifecycle.

● Handling customer objections and providing basic technical support.

● Responding to and recording incoming calls and emails from installation companies customers, and manufacturers (including troubleshooting, problem resolution and RMA’s etc).

Quality Assurance:

● Implement and oversee quality control measures to ensure installations meet or exceed industry standards and customer expectations.

● Conduct post-installation follow-ups to assess system performance and address any issues.

Skill and Qualifications

● Experience in solar and battery industry or education in renewable energy preferred.

● Minimum bachelor’s degree in any field.

● Able to manage time and escalations.

● Excellent Communication skills.

● Proficient with computer literacy.

● MS Office Competency.

● Quick learner with an interest in renewable energy.

● Passion for customer service and interest in Account Management.