Issue Resolution Specialist (Bilingual)
Houston, TX
Service – Customer Operations /
Full-time /
On-site
Brief Description of Sunnova
Sunnova (NYSE: NOVA) is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.
At Sunnova, we embrace diverse perspectives, vibrant creativity and forward-thinkers who share our zeal for a sustainable future. A career with us means pushing beyond traditional limits, exploring new horizons, collaborating with like-minded peers, and transforming the energy industry for the better.
If you're excited about being a part of the fastest-growing segment of the energy industry, we encourage you to apply!
THE ISSUE RESOLUTION SPECIALIST POSITION
Sunnova Energy is searching for an Issue Resolution Specialist to be responsible for substantial support for Sunnova’s Customer Operations department.
Responsibilities
- Assist customers by resolving issues by investigating issues and gathering details regarding claims and complaints
- Work closing with internal and external departments to resolve escalated customer issues including sales, installation team, partners, legal, claims and marketing
- Effectively educate and answer inquiries from customers regarding contract details, system production and the benefits of solar
- Analyze billing and production to investigate customer issues
- Resolve customer issues regarding contract terms
- Prepare requests and process approvals, rewrite contracts, create change orders and amendments as needed to resolve contract and production issues
- Resolve production disputes by reviewing contract guarantees and/or estimations of production
- Appropriately recommend additional panels as needed to increase production
- Handle and resolve high-profile case types including early-pay off requests, buy-out requests, fraud claims, bankruptcy, and foreclosure issues
- Maintains ongoing communication with internal departments to obtain information and/or provide updates regarding escalation cases
- Respond to customer feedback and complaints through social media and survey channels
- Diligently follows-up with customers via email and phone calls to provide resolution
- Complete various additional tasks and projects as requested from management
- Other responsibilities as assigned
Minimum Qualifications
- 1+ year experience in customer service at a solar or electric utility company
- Bilingual (Spanish & English)
- Experience in escalations role required
- Bachelor’s degree preferred
- Ability to excel in a team-oriented environment
- Detail-oriented aptitude; a high degree of accuracy is required
- Proficient in Microsoft office, specifically Excel and Outlook
- Ability to manage time effectively, set priorities and meet deadlines
- Ability to learn and adapt to change
- Excellent interpersonal, written, and oral communication skills
- Excellent judgment, reasoning, and problem-solving skills
- Very strong organizational and communication (both verbal and written) skills.
- Ability to effectively prepare and summarize results into executive summary recommendations and communications.
- Knowledge and capability to use the tools, processes, and best practices for predicting business trends and providing forecasts that drive business decisions and business planning.
- Eagerness to take ownership of the responsibilities.
- Proven ability to work under pressure and organize, manage and prioritize multiple deliverables.
- Aptitude to effectively communicate with peers, customers, senior management, and partners.
- Team player that behaves ethically, with highest degree of integrity at all times
Benefits
- Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.
- Competitive compensation & annual bonus
- Paid time off, including 11 holidays and Paid Parental Leave
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
We appreciate the capabilities of artificial intelligence (AI), and we are looking to hire real people. If you use AI for any part of the job application process, we highly encourage that you review any AI generated content to ensure your personality and unique capabilities are highlighted. We reserve the right to disqualify candidates that we reasonably believe solely relied on AI generated content in the application process.
If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.
