Issue Resolution Specialist - Houston, United States - Sunnova

Description

Brief Description of Sunnova
Sunnova (


NYSE:
NOVA) is an industry-leadingadaptiveenergy 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 usmeans pushingbeyond 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.

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