Customer Solutions Representative
Remote, CA
Schedule:
Standard Office Hours
Duration:
6-months
Pay:$20-23.75/hr (W2)
This role supports a major Southern California–based energy provider committed to delivering safe, reliable, and sustainable service to its customers.
Job Responsibilities
In this role, you will:
- Validate customer account information using SAP and program databases (e.g., PV, SBP, MAR).
- Review submitted MSA applications for completeness and accuracy, including model numbers, diagrams, and authorization forms.
- Identify and document deficiencies; escalate unclear or complex cases to program leads as needed.
- Issue service orders for approved applications and track installation status in PCI and PowerClerk systems.
- Respond to inquiries regarding application status, eligibility, and installation timelines.
- Conduct outreach to customers and contractors to resolve issues and gather missing documentation.
- Maintain professional and empathetic communication, especially when handling escalations or sensitive matters.
- Collaborate with program managers, meter technicians, and operations teams to ensure smooth application flow and installation scheduling.
- Support senior specialists with administrative tasks and program-related reporting.
- Participate in team meetings and contribute to process improvement discussions.
- Use Microsoft Excel and other tools to track application statuses, service orders, and customer interactions.
- Generate reports and perform basic data analysis to support program performance and backlog resolution.
Essential Duties and Job Functions - Process incoming orders under limited supervision.
- Receive, evaluate, and answer customer inquiries (via phone or correspondence) of a moderately complex nature.
- Resolve moderately complex issues with tact and professionalism.
- Apply sound judgment to ensure accurate and efficient order processing.
- Support a positive customer experience by ensuring timely and accurate responses.
- Maintain accurate documentation and records of customer interactions and order statuses.
Knowledge & Skills - Proven ability to manage high-volume clerical tasks with accuracy and efficiency.
- Excellent organizational skills and high attention to detail.
- Strong communication skills and demonstrated customer service experience.
- Proficiency in SAP and Microsoft Office Suite, especially Excel.
- Comfortable working in a dynamic, high-pressure environment with frequent changes.
Education & Experience - Associate’s degree in business or equivalent combination of education, training, and experience.
- Typically possesses three to five years of experience resolving problems for customers and answering questions regarding company programs, policies, and procedures.
- Typically requires a high school education or equivalent and three to five years of experience.
- Normally reports to the Customer Service Supervisor.
Desired Skills & Attributes - Familiarity with MSA application workflows, including SBP, MAR, and PCI systems.
- Prior experience in customer generation, billing operations, or interconnection programs.
- Understanding of service order lifecycle and meter installation processes.
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