Customer Care Representative - NBD 84

At Baker Home Energy we thrive off truly living our values - Do the Right Thing, Exemplify Our Reputation, Win Together, and Embrace Change and Growth.

We've been helping Southern Californians power their homes and live more comfortably since 1938. Today, we provide comprehensive home energy solutions including solar and battery, heating and cooling, roofing, electrical, plumbing and other essential home services. Our continued success is built on the experience and dedication of our people and a shared commitment to quality, service, and doing the job right. We're looking for talented people who want to grow their careers while helping us deliver the trusted service Baker customers have relied on for generations.

The Customer Care Representative supports customer service and daily service operations by coordinating appointments, dispatching field teams, responding to customer inquiries, and tracking service requests. The role provides timely follow-up, maintains accurate customer information, and supports solar and HVAC service needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Dispatch solar, HVAC installers and technicians for maintenance, repair, and diagnostic appointments.
• Manage high-volume inbound calls, emails, and voicemails; provide timely follow-up and coordinate resolution of customer needs.
• Coordinate schedules, confirm customer appointments, and provide accurate job details to field teams.
• Maintain customer satisfaction through clear communication, service coordination, and consistent responsiveness.
• Track service progress and coordinate prompt follow-up on outstanding customer needs.
• Create solar service cases, document customer issues, and verify that customer contact information is current.
• Assist the Service Team with incoming calls, emails, warranty inquiries, and repair scheduling.
• Perform other related duties as assigned.

SUPERVISORY REPSONSIBILITIES:

• None

QUALIFICATIONS AND EDUCATION:

• One to three years of customer service, call center, or dispatching background.
• Familiarity with basic HVAC terminology and components is strongly preferred
• Must have experience with Office365 (Word, Excel, Outlook).

KNOWLEDGE AND ABILITIES:

• Ability to coordinate service schedules, appointments, and field team communications.
• Ability to track service progress, maintain accurate customer records, and follow up on outstanding customer needs.
• Basic working knowledge of customer service practices and solar and HVAC service coordination.

TECHNICAL SKILLS:

• Scheduling and dispatch coordination.
• Customer service case creation and documentation; accurate customer contact information maintenance.
• Software and systems: Service Titan, Salesforce, MS Office Suite

BEHAVIORAL SKILLS:

• Clear and professional communication with customers and field teams.
• Responsiveness, organization, attention to detail, and follow-through.

WORK ENVIRONMENT:

• Onsite

PHYSICAL DEMANDS:

Standard office environment. Individual will frequently be required to stand, walk, sit, talk, and hear. Occasionally may have to lift boxes full of materials for purposes of setup of programs, typically 25 pounds or less.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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BENEFITS:

• Company truck
• Fuel card
• Referral program
• Tuition reimbursement
• Health insurance
• 401(k) matching
• Paid time off
• Paid Sick Time
• Vision insurance
• Dental insurance
• Life insurance

PAY TRANSPARENCY:

The starting salary for this opportunity range is listed. Other rewards may include annual bonus eligibility, which is based on company and individual performance, short- and long-term incentives, and program-specific awards. Baker provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate's salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rate based on location and experience.

ACKNOWLEDGEMENTS:

Baker Home Energy is an Equal Opportunity Employer / Disability / Veteran.

We appreciate the interest of all applicants; however, only candidates selected for an interview will be contacted. Official interview communications will come directly from a Baker Home Energy recruiter using an @bakerhomeenergy.com email address; please be cautious of messages from third parties or any other email domain claiming to represent our company.