Customer Service Department

Job Description

Responsibilities:

- Tickets

- Customer Service (calling, texting and emailing)

- Solar System Checking

- Communication (Sales & Project Manager)

- Languages: English / Spanish

Responsibilities Actions:

TICKETS

The Customer Service Department has to make sure that all services provided by Orius Solar Care are done successfully, following the step by step and safety rules. Any job or service that is not applied or approved by the rules of the service, will be marked as a ticket. Once a ticket gets created, It is the Customer Service responsibility to get all the details of the job or service from the crew, operational manager, sales manager or any other person involved in the project. Once the Customer Service recollets all the information from the service, it is our duty to find the solution for the Customer or Homeowner.

Here is the Step by Step Process.

Step by Step Process:

Step 1: Get in contact with the person (Manager, Supervisor or/and crew members) and get complete information from the service that was provided (type of solar system and inverter, date of service provided, date when the issue started, what type of issue is happening, how and why an issue is happening in the job or service).

Step 2: We qualify the type of ticket to solve.

RMA: If there’s any component that needs or has to be replaced, it’s our responsibility to get in contact with the brand company, send all details from the malfunctioning component (Component S/N, pictures or videos for proof of Voltage and Amperage), start the process with the RMA and stay on top of the shipment tracking. Once the component arrives at our warehouse or headquarter, it is our responsibility to get in contact with the warehouse manager and provide all details for the RMA component.

Roof Leaking: If there's leaking from the roof of the home, it is our responsibility to get all the details from the leak of the roof. The Customer Service Department has to get pictures or videos from the house and date of when the leaking started. Once all details are collected, we then proceed to schedule an appointment with the Homeowner to check the leaking. (the crew who did the service must take care of the leaking proof) After leaking proof is done, the crew must verify if the leaking comes from the service provided by us or not by us. If leaking comes from our service, crew must fix any component to prevent any leaks. (Crew won't get paid for hours fixing the leak).

Solar Component System Not Functioning: If there’s a solar system component that is not functioning properly due to the following component:

Inverter, Optimizer, Micro inverter, string, Wi-Fi or any Solar Component not working nor communicating properly, it is our responsibility to take complete details from the service, check the Solar System by monitoring or getting in contact with the solar brand company. If the issue can be solved by monitoring, the customer service has to take care of it by itself or alongside the Solar Brand company. If the issue has to be solved on the job site, the Supervisor who did the project must go to the job site, send all details to the supervisor who did the project and the supervisor must take care of solving any issue. If there’s an issue that wasn't caused by us, We must identify the issue and send all the details to the Sales Department Team to send a proposal to the customer or Homeowner.

CUSTOMER SERVICE

For the quality of the service, we have to call or text the customer or Homeowner, to check and provide quality inspection with them, to make sure all needs from Customer or HO are well covered. The customer service can start before, during or after the service. Our duty is to listen and understand the customer or HO needs.

Before the service: Calling the customer or Homeowner before the service, the goal or purpose is to welcome and greet the customer or HO for choosing us and by making sure the customer or HO will be satisfied with our service. It is recommended to ask a few quick question:

Is there something in particular you are looking for during our service?

Are there any requests or recommendations you want to share with us, to make sure you will have a great experience?

We want to make sure that by asking these types of questions, we have clear information of what the customer or HO wants! We want to make sure the customer or HO has a great experience with us.

During the service: Calling the customer or HO during the service is to make sure the customer is comfortable with the service that we are doing. Make sure that whoever is doing the service (individual person or crew) is aware of the customer needs.

After the service: Calling the customer or HO after the service, the goal or purpose of this call is to make sure that the customer is satisfied with the service that has been completed.

First the Customer Service has to take the responsibility to get in contact with the person or crew who were present in the service to make sure our service was done properly.

We make sure that our service was done properly by checking through Pictures or reports that the Solar System is communicating and producing at its normal peak.

SOLAR SYSTEM CHECKING

After the Solar service is done, it is our duty to check the Solar System with any individual, crew or Solar company brand involved in the service. Our Duty is to let the HO know that the Solar System is working properly.

Step by Step to confirm with any individual, crew or Solar brand company:

SOLAREDGE SOLAR SYSTEM

1- SolarEdge System: There are four ways to check and confirm with SolarEdge:

a) Inverter with screen, check or get pictures from the inverter with all the optimizers communicating, example: Solar System of 25 modules (screen has to show 25/25).

b) Inverter with no screen: We scan through SolarEdge SetApp mobile, after scanning, the app will show different options and go to Solar System production.

c) SolarEdge Customer Support: SolarEdge can check by monitoring the Solar System and confirm if All Solar System is communicating and producing properly. PN: (510) 498-3200

d) Mobile App: If the customer or HO has the SolarEdge App, we can get in contact with the customer or HO, we ask first for authorization from the customer or HO, once approved, we ask for username and password to get access in the app, once inside the app, we can track the Solar System production daily, weekly, monthly and annually.

SOLAREDGE TROUBLESHOOTING GUIDE

a) Single phase Inverter (Inverter with no screen): If the app, through the report, indicates that one or more panels are not communicating (example P_OK 22/25 Optimizers Communicating), go to the pairing option and start the pairing process, wait until the pairing is completed and check the system report, it should read all the optimizers (example P_OK 25/25 Optimizers Communicating). If the pairing does not get all the panels back to communication, open the inverter and check the cellular kit position and green lights, if the cellular kit is well positioned with the lights on, Call SolarEdge Support to monitor the System and get instructions.

SolarEdge SetApp: Pairing Power Optimizers | International

b) Three Phase Inverter (Inverter with screen): if the screen indicates that one or more panel are not communicating (example: P_OK 22/25 Optimizers Communicating), start the pairing process by clicking on the bottom under the inverter, you have the click the bottom until the screen indicates to release, then a pairing will start on the system. Once the pairing gets completed, the system will restart

ENPHASE SOLAR SYSTEM

2- Enphase System: There are three ways to confirm production with Enphase:

a) Checking the combiner box, the combiner box has to show three green lights, 1, Is for communication, this lets us know that the System is connected and communicating to the combiner box. 2, As for power production, this lets us know that all Microinverters are producing power. 3, Is when all Microinverters are communicating with IQ Gateway.

b) Toolkit App, by using the toolkit App, we have to get access to the customer or HO account, we have to first ask the customer or HO, the authorization to get access, once the customer or HO approves, we have to get the username and password to get access, once inside the app, we can check if all MI are communicating and reporting by clicking in “Devices & Array”, once we get in “Devices & Array”, We have access to the Map Layout and confirm if all MicroInverters are communicating and producing.

c) Enphase Customer Support: We can call Enphase Customer Support, they can help us checking, tracking, monitoring and troubleshooting the solar system if needed.

PN: (877)797-4743.

APSYSTEM SOLAR SYSTEM

3- APSystem: there are two ways to check the Solar System with APSystem:

a) Calling APSystem Customer Service, APSystem can check the Solar System through monitoring, once APSystem gets access, they can confirm to us any status of the Solar System.

b) EMA App: By getting in the EMA App, we can get access to the customer or HO account, by first asking the customer or HO, authorization and account information. Once inside the customer or HO account, the first option we will see is “HOME”, we can check the current power, capacity and total energy to confirm the Solar System is producing it’s normal production, the second option, is by clicking in “MODULE”, we can check if all Inverters are communicating and producing.

COMMUNICATION (SALES, OPERATIONAL & CUSTOMER SERVICE)

The Sales Department Team wants to make sure that we have a clear and safe communication with any Operational Manager/Representative or Customer Service Representative that’s involved in the project or service that’s being provided.

The Operational Department Team wants to make sure that we have a clear and safe communication with any Sales Manager/Representative or Customer Service Representative that’s involved in the project or service that’s being provided.

The Customer Service Department Team wants to make sure that we have a clear and safe communication with any Sales Department Manager/Representative or Operational Manager Representative.

Communication is essential to provide quality control, have everyone on the same page, avoid misunderstanding and any issue with the customer, Homeowner, manager, supervisor or any crew members.

The basic information can be found in the Jobber and Company cam app, any job that has been submitted, will go first to the jobber app, in this app we can find the Customer or HO name, address, date, phone number, what type of service is going to be provided, Sales Representative and Operational members. When the project or service is done, all pictures from the project or service will be submitted to the Company app. With all this information in the system, we will have the complete information from any project or service.

Any RMA (solar component that is going to be a replacement) that gets approved by the brand company, will have to be shipped to the Orius Warehouse address. Once the device arrives to the warehouse, it is the Customer Service Department to notify the Sales representative and the Operational Manager about the device. The Sales and Operational department have to get in contact with the customer to schedule the appointment.

Job Types: Full-time, Part-time

Pay: $17.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• Flexible schedule
• Paid time off
• Referral program

Shift:

• 4 hour shift
• 8 hour shift
• Day shift

Application Question(s):

• Can you tell us about the number of solar installation projects you've worked on in your career?
• What are your years of experience with installing solar projects?
• Have you had experience leading an installation crew in the past, and do you feel comfortable with the responsibility of overseeing and directing a team during a solar panel installation project?
• Are you personally certified with the PV Installation Professional (PVIP) certification from NABCEP?

Work Location: In person

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