Customer Success Associate (Contract, Temporary)

Title: Customer Success Associate

Term: Full-time, Contract

Location: Remote, within the U.S.

Compensation: $22 per hour

Who is Solstice?

Climate change mitigation requires massive clean energy expansion, yet 77 percent of American households cannot install rooftop solar power due to rented housing, the structure of their rooftop, the upfront cost, or access to financing. Solstice connects households and community organizations to “community solar”—shared solar farms that are installed in a centralized location where local residents can enroll in a portion for free, without any home installations, and enjoy guaranteed savings on their monthly utility bill.

Solstice is an award-winning, mission-driven clean energy company working to put affordable, renewable energy in the hands of every household, including low-income populations and communities of color. The clean energy revolution is happening now; Solstice is working to ensure this transition is equitable and widespread by making it simpler and more affordable than ever for homeowners, businesses, and even renters to go solar.

Position Overview: 

With surging demand for renewable energy, Solstice is poised for significant scale. As such, we are seeking a detail-oriented, driven, energetic, efficient, analytical, reliable, and highly organized Customer Success Associate to support our growing customer needs.  

Customers are the most important stakeholders at Solstice, and we strive to ensure every customer has a great experience with community solar. The Customer Success Associate will wear a few different customer support hats: helping customers navigate our digital platform, responding to customer inquiries in a timely manner, and onboarding new customers to Solstice. The right candidate is process-driven, a problem solver, loves helping and talking to people and is passionate about environmental justice and climate change mitigation.

You will leverage both phone and email and live chat to support enrollment, account or billing queries with Solstice subscribers. There will also be opportunities to work with internal teams to support customer communication, onboarding, and education initiatives. The right candidate is process-driven, a problem solver, loves helping and talking to people and is passionate about environmental justice and climate change mitigation.

As a Customer Success Associate, you will be the face of Solstice and the first point of contact with potential, new and existing customers. 

Responsibilities:

Subscriber Billing and Platform Support:

• Support inbound call overflow and respond promptly to customer inquiries via phone, email, and chat.
• Resolve customer complaints and issues efficiently, providing appropriate solutions and alternatives.
• Maintain a thorough understanding of our services to assist customers effectively.
• Keep accurate records of customer interactions, including details of inquiries, complaints, and actions taken.

New Subscriber Support:

• Guide potential subscribers through the enrollment process, ensuring they understand and complete all necessary steps. 
• Verify and process enrollment forms, ensuring accuracy and completeness.
• Assist customers with platform account setup and activation, troubleshooting any issues that arise.
• Provide information on subscription plans, billing, and benefits to potential subscribers.
• Document all activities in our customer system tools (SFDC, Zendesk) and in the Solstice platform.

Other Responsibilities:

• Fully understand the solar industry, community solar market, the Solstice customer profile and value proposition
• Other duties as assigned  

Minimum Qualifications:

• Located in Mountain or Pacific time zones or willing to support 9 am to 6 pm Pacific. 
• Minimum 2 years of professional experience in managing and handling inbound calls and ticket requests. 
• Experience with Google Suites, Microsoft Office Suite and Salesforce.com
• Call center or support ticketing experience
• Experience in CRM or Customer Support softwares
• Process-oriented with great attention to detail
• Patience with customer questions and the ability to articulate value proposition to external stakeholders with passion and energy
• Love for helping and bringing joy to others 
• Full of positive attitude – you see challenges as learning opportunities
• Proactive -- you identify problems and design solutions without being asked 
• Excellent communication, interpersonal, and organizational skills
• A problem solver; equally excited about the opportunity to solve small problems and big problems as long as they serve a larger mission 
• Enthusiastic, positive, and team-oriented; always willing to lend a hand to a team member
• Excited to work in a fast-paced, growing scale-up environment
• Driven, gritty, and resilient; demonstrated ability to persevere through unanticipated challenges

Preferred Qualifications:

• Spanish fluency
• Process documentation
• Data Science/Reporting

As a Customer Success Associate, you will experience:

• Opportunity to identify and manage customer support and customer management projects
• A deep understanding of the solar and renewable energy space, particularly the rapidly growing community solar industry
• Hands-on scale-up experience in cleantech
• Knowledge from and personal interaction with leadership
• The opportunity to work on two crucial issues that positively impact the world: climate change mitigation and social justice
• A team of passionate, collaborative, dedicated, and empathetic employees

Solstice was founded to advance equity and inclusion in America. We are committed to living those values, not just in the work we do to promote environmental and energy justice, but in how we grow as an organization. We always seek to expand leadership opportunities for marginalized communities in the global transition to clean energy.

Solstice is an equal-opportunity employer. We hire, train, compensate, and promote without regard to race, religion, gender identity or expression, sexual orientation, disability, age, national origin, genetics, veteran status, or any of the other characteristics that give each of us a unique perspective and capacities.

We’re a team of mission-driven, passionate, and dedicated individuals. We’ve fostered an inclusive and fun culture through monthly outings, solar farm field trips, and all-team strategy retreats throughout the year. Apply today and get to know us!