Customer Operations Specialist
Description
**MUST BE BILINGUAL IN ENGLISH/SPANISH****
POSITION SUMMARY:
We are looking for a Customer Operations Specialist to join our dynamic team! This role combines customer support and scheduling coordination, ensuring a smooth experience for our customers from installation throughout their solar journey.
- Assist customers with inquiries about their solar installation, timelines, and account details
- Provide top-tier customer service via phone, email, and chat
- Troubleshoot and resolve customer concerns promptly and professionally
- Educate customers on Freedom Forever’s solar process and answer frequently asked questions
- Maintain accurate records of customer interactions in the CRM system
- Coordinate and schedule solar system installations and surveys
- Communicate with internal teams (installers, project managers, and sales) to ensure scheduling efficiency
- Monitor appointment availability and optimize scheduling to meet project deadlines
- Update customers on schedule changes, delays, and next steps in their solar journey
- Track and manage scheduling conflicts, cancellations, and reschedules
- Commit to regular and timely presence, contributing to a dependable workplace environment
QUALIFICATION REQUIREMENTS:
- High school diploma or GED equivalent
- Customer Service Experience – 1+ years in a customer-facing or call center role (solar industry preferred)
- Scheduling/Coordination Experience – Experience managing appointments, calendars, or logistics (preferred)
- Strong Communication Skills – Ability to explain processes clearly and professionally both in English and Spanish
- Problem-Solving Mindset – Quick thinker who can troubleshoot and resolve issues
- Tech-Savvy – Comfortable using CRM tools, scheduling software, and communication platforms
- Organized & Detail-Oriented – Able to multitask, manage time, and keep accurate records
- Take extreme ownership of customer issues and see them through to resolution
Knowledge, Skills & Abilities:
- Strong attention to detail and a commitment to maintaining high standards of service quality
- Ability to thrive in a fast-paced environment while managing multiple priorities
- Collaboration and teamwork skills to work effectively across different teams
- High degree of accountability and commitment to continuous improvement
- Critical thinking and decision-making skills to evaluate processes and make data-driven improvements
PHYSICAL DEMANDS AND ABILITIES
- Regularly spend long hours sitting and using office equipment and computers
- Regularly move from sitting to standing positions effortlessly
- Regularly spend long hours in intense concentration reviewing and entering data into a computer
- Regularly use hands and fingers to handle, control or feel objects
- Regularly see details of objects that are less than a few feet away
- Regularly speak clearly so listeners can understand
- Regularly understand the speech of another person
- Frequently work on projects that require deadlines
- Occasionally lift 5-10 pounds