Customer Service Specialist

Job Description

JOB DESCRIPTION:

Your role as the Solar Service Specialist within the Solar Innovations organization will focus on ensuring a positive customer experience around service, installation, warranty, & customer concerns. You would be responsible for planning, scheduling, and coordinating all service and installation activities to ensure projects are executed efficiently, safely, and on schedule. This role serves as the central point of coordination between customers, field teams, and internal stakeholders assuring jobsite readiness, resource availability, and clear communication before, during, and after each job. You will report to the Service Supervisor.

Success in this role requires strong organizational skills, proactive communication, and the ability to manage changing priorities due to weather, site conditions, or team availability.

KEY RESPONSIBLIITIES:

Solar Service Intake and Coordination

• Coordinate customer service activities within the established Solar Innovations / Therma-Tru customer service guidelines and metrics.
• Utilize independent judgement to coordinate all Service-related projects, ensuring:
• Necessary paperwork is signed and completed by the customer, and distributed appropriately to team
• Internal teams receive clear and timely communication about expected deadlines
• All service requests are closed out with established timeframe

Scheduling & Planning

• Build and maintain detailed schedules for all service and installation activities across assigned field teams
• Manage and maintain the installation and service calendar to balance workload, optimize crew utilization, and meet customer commitments
• Publish and communicate schedules clearly to both customers and field teams

Customer & Field Team Coordination

• Serve as the primary coordination point between customers and the field team prior to installation or service visits
• Confirm scope, timing, expectations, and access requirements with customers
• Communicate schedule details, updates, and changes to installers and service technicians

Jobsite & Site Readiness

• Verify jobsite readiness prior to scheduling, including:

• Site access and customer availability

• Readiness of the installation area

• Required permits or approvals (as applicable)

• Ensure all pre-installation requirements are identified and addressed before crews are dispatched

Materials, Equipment & Resources

• Coordinate material deliveries to ensure products, components, and equipment arrive on time and at the correct location
• Confirm tools, equipment, and personnel are available and properly allocated for each job
• Flag gaps or risks early and work cross-functionally to resolve them

Change Management & Problem Solving

• Proactively manage schedule changes caused by weather, material delays, site conditions, or team availability
• Adjust schedules as needed and clearly communicate changes to all impacted parties.
• Help minimize downtime and disruption by quickly re-planning and rescheduling work

Administrative & Operational Support

• Maintain accurate scheduling records, notes, and job details in relevant systems
• Track installation and service status and support follow-up as needed
• Identify recurring scheduling or readiness issues and communicate patterns to leadership for improvement