Project Sustainment Customer Care Associate
Location: Wheeling, IL
In-Office Strongly Preferred, Hybrid Option Available (DOE)
Job Summary:
The Project Sustainment Customer Care Associate plays a key role in delivering responsive, organized, and high-quality support for the Service/ Operations and Maintenance team and Incentives Team (Project Sustainment). This customer-facing role serves as a primary point of contact for customers and external stakeholders, while also providing critical operational, documentation, and coordination support to internal team members.
The position ensures timely communication, efficient request handling, accurate data management, and consistent follow-through.
This role is ideal for someone who thrives in a fast-paced environment, enjoys coordinating across multiple teams and stakeholders, and can balance direct customer interaction with behind-the-scenes operational support. A strong focus on delivering a seamless customer experience through attention to detail, proactive communication, and commitment to operational excellence is essential.
Key Responsibilities:
- Provide front-line support for service and O&M inquiries, including intake, triage, scheduling, and resolution of customer requests.
- Proactively manage customer outreach and communications via phone, email, and USPS, ensuring consistent follow-up and engagement.
- Coordinate customer scheduling and service activities, acting as a liaison between customers and internal/external teams.
- Track and monitor key performance indicators (KPIs) such as response times, case aging, and resolution timelines; escalate issues as needed.
- Maintain detailed task tracking and ensure timely follow-up on open items.
- Support application processing, including document collection, information requests, and coordination with external parties.
- Assist with reporting and compliance activities such as GATS reporting, auditing, and service connection tracking.
- Assist with homeowner transfer processes.
- Maintain accurate installer demographic records.
- Track program milestones, key dates, and timelines to ensure deadlines are met
- Ensure data accuracy and integrity across systems, including CRM, Excel, and SharePoint.
- Organize and maintain documentation, templates, repositories, and records for easy access and compliance.
- Support ongoing improvement of tools, templates, and standard operating procedures (SOPs), including version control.
Qualifications:
- Strong organizational and multitasking skills with attention to detail.
- Excellent written and verbal communication skills.
- Experience with CRM systems, spreadsheets, and document management tools.
- Ability to manage multiple priorities and follow through on tasks independently.
- Customer-focused mindset with strong problem-solving abilities.
- Ability to learn and adapt in a fast-paced environment.
- Background in solar project management, operations & maintenance and/or incentive programs is beneficial but not required.
What We Offer:
- Structured training and hands-on mentorship
- Work in a growing renewable energy industry
- 401k with Company Match
- Life Insurance - Paid for by Company
- Medical, Dental, Vision
- Sick Time, PTO, + 6 Paid Holidays
- Cell Phone Reimbursement- must have working mobile device
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Team Building Events & Team Trainings