The Customer Care Specialist is accountable for managing the steps of the Residential Service customer journey from inquiry to work order creation. This role is the initial point of contact for customers with a service inquiry and includes remote troubleshooting, system monitoring, and clear customer communication via phone and email. The Customer Care Specialist creates Service cases and work orders in our customer database and delegates service issues to proper personnel when needed. The Customer Care Specialist will work closely with Service Coordinators to complete outstanding service work and respond to customer needs.
The Customer Care Specialist reports to their local Regional Service Manager. This is a hybrid position, with an expectation of 2-3 days in the office to collaborate with the residential service team.
Responsibilities
- Serve as the primary point of contact for residential service inquiries via phone and email, ensuring timely, professional, and empathetic customer communication.
- Take full ownership of the customer relationship at the start of the residential service journey, acting as the customer’s advocate and point of accountability through intake, troubleshooting, estimating, and approval.
- Diagnose and troubleshoot service issues remotely with customers and manufacturers to determine appropriate next steps.
- Proactively develop service opportunities by identifying billable work, engaging customers, and converting inquiries into approved, revenue-generating service work.
- Prepare accurate service estimates, clearly present scope, pricing, and timelines, and secure customer approval.
- Manage the inflow of residential service requests to maintain a steady, well-prioritized pipeline of work for technicians and field teams.
- Evaluate urgency, scope, and technical requirements to prioritize service calls and maximize team efficiency.
- Escalate complex or technical issues to Technical Specialists, Service Coordinators, or the Residential Service Manager as appropriate.
- Collaborate closely with Service Coordinators to ensure smooth handoff of approved work for scheduling and execution.
- Manage residential service contracts, serving as the primary point of contact for customers enrolled in service and monitoring programs.
- Monitor residential systems under service contracts, identify performance issues or anticipated service needs, and proactively initiate customer outreach.
- Translate monitoring insights and contract obligations into actionable service cases, estimates, and approved work orders.
- Ensure customers understand service contract coverage, expectations, and next steps throughout the life of the agreement.
- Maintain continuity of care by ensuring all customer interactions, estimates, approvals, and service details are accurately documented and communicated to internal teams.
- Build trust and long-term customer relationships through proactive communication, consultative guidance, and consistent follow-through.
- Identify trends, gaps, and opportunities to improve service intake, estimating, and customer communication processes, and bring forward recommendations.
- Support the Residential Service team with administrative and coordination tasks as needed.
- Demonstrated ability to manage multiple priorities in a fast-paced, customer-facing environment.
- Strong organizational skills with exceptional attention to detail and accuracy.
- Experience or aptitude in estimating, quoting, or developing customer-approved service work.
- Strong customer service skills with a consultative, solutions-oriented mindset.
- Clear, professional, and empathetic written and verbal communication skills.
- High level of computer proficiency, including Excel, Word, email, and web-based applications.
- Ability to build positive, collaborative working relationships across teams and roles.
- Proactive approach with the ability to identify opportunities and recommend process improvements.
- Strong work ethic with a high level of accountability for follow-through and results.
- Flexibility and adaptability in response to changing priorities and service demands.
- Ability to consistently produce high-quality work efficiently and effectively.
About ReVision Energy:
ReVision Energy was founded in a garage in 2003 by two solar geeks, and has grown to more than 300 employee-owners spread across our physical locations in Maine, New Hampshire, and Massachusetts. Our product offerings have grown to include solar panels, battery backup systems, electric vehicle infrastructure, heat pumps, and water heating equipment.
ReVision Energy is an equal opportunity employer dedicated to creating an inclusive culture where employees from diverse backgrounds can thrive and support our mission. Our recruitment team looks at the whole picture; personal, professional, and non-traditional experience, as well as community involvement. As a 100% employee-owned company (ESOP) and a Certified B Corporation,we are on a mission to lead our community in solving the environmental problems caused by fossil fuels, while alleviating economic and social injustice. The safety, health, and well-being of our co-owners and our communities is of primary importance. We have implemented additional measures to assure that those we work and share spaces with adhere to COVID and general safety best practices.
