Brief Description of Sunnova
Sunnova (NYSE: NOVA) is an industry-leading adaptive energy 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 us means pushing beyond 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 NEW HOME SOLAR ADVISOR POSITION
Sunnova Energy is currently searching for a New Home Solar Advisor who serves as the primary point of contact for homebuyers and owners regarding Sunnova’s new home products and programs. As a member of Sunnova’s New Home Sales & Fulfillment team, the New Home Solar Advisor performs a critical role in establishing and maintaining a “Best in Class” customer service relationship from signing of a sales contract through close of escrow and initial billing. Further, the advisor will provide ongoing support for any product and service questions or concerns following close.
The New Home Solar Advisor will perform solar education, help with utility interconnection, and accurately track all customer touch points. This position will assist with service requests, coordinate with operations on fixes or repairs, and communicate with appropriate parties. As part of this homeowner-facing role, the New Home Solar Advisor will respond to information inquiry emails, troubleshoot billing concerns, answer incoming calls, escalate to management when appropriate, and work with the team as needed to create new processes and applicable documentation.
NEW HOME SOLAR ADVISOR RESPONSIBILITIES
•Communicates with new homeowners and welcomes them to our program, answers their questions, and serves as an ongoing resource and knowledge expert for any questions or concerns about any aspect of the homeowner’s experience; serves as primary point of contact for solar standard community new homebuyers. Informs homeowners of the expectations about the solar program from the time of sale through system activation.
•Communicates effectively with homeowners and addresses concerns; capable of going "off script" while still capturing the spirit of the scripted message, achieving objectives of the communication, and staying within policies and procedures. Articulates Sunnova's core product offerings and explains net energy metering, tiers, and other utility protocols.
•Creates and maintains the customer’s profile, continuously tracking the status of their account; tracks permission to operate and ensures customer system activations occur in a timely manner.
•Opens service requests, follows up and coordinates with other departments as appropriate to resolve situations.
•Transfers information received from emails, forms, or phone conversations and performs data entry of required values into appropriate fields in CRM tool or spreadsheets.
•Demonstrates expert telephone skills when making outbound calls and receiving inbound phone calls in a production-based contact center environment.
•Meets or exceeds daily, weekly, monthly, and quarterly deadlines as assigned by management.
•Participates in meetings within the department, offers insights and potential solutions.
MINIMUM REQUIREMENTS
•High School Diploma/GED.
•Working knowledge of a computer, telephone, and basic software applications, including expert knowledge in managing personal and team calendars in MS Outlook.
•Contact or Call Center experience, preferably within an environment requiring a blend of telephone, email, and live chat interactions.
•Legally authorized to work in the US for ANY employer.
PREFERRED QUALIFICATIONS
•Salesforce (or comparable CRM) experience
•3+ years of experience in the solar industry
•Knowledge of solar systems, net energy metering and home building industry
WORKING CONDITIONS
•Must be able to work daytime PST hours.
•Able to communicate via email in a professional, business-appropriate manner, using email templates appropriately to correctly transmit the right information to customers.
•Able to read standard business contracts with light comprehension.
•Able to take direction and adhere to processes and procedures.
•Aptitude for managing inbound and outbound calls, staying focused with changing demands.
•Customer-centric verbal and written communication skills, demonstrating empathic listening skills, appropriate tone and language, and consistent sense of urgency to resolve issues.
•Expert knowledge of utilities associated with primary communities and basic knowledge of other utilities' procedures.
•Strong sense of urgency; ability to quickly reprioritize tasks as required with changing circumstances to consistently address and resolve time-sensitive issues.
•Capable of making scripted calls to customers, continuously relaying consistent information, with an energetic, enthusiastic voice.
•Able to handle fluctuating responsibilities (multi-tasking), quickly changing from inbound calls to outbound calls, sending emails, and staying focused while delivering quality work overall.
PHYSICAL REQUIREMENTS
•Finger dexterity required to operate a computer keyboard, calculator and telephone equipment.
•Most of the time will be spent on the phone, working with a computer, consistently placing outbound calls, handling inbound calls, responding to emails and performing data entry of customer and system information.
BENEFITS
Sunnova offers a generous employee reward package that includes:
•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
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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.
