Title: Customer Success Associate (Bilingual Spanish)

Term: Full-time

Location: Remote on the West Coast, U.S

Who is Solstice?

Climate change mitigation requires massive clean energy expansion, yet 77 percent of American households cannot install rooftop solar power due to rented housing, the structure of their rooftop, the upfront cost, or access to financing. Solstice connects households and community organizations to “community solar”—shared solar farms that are installed in a centralized location where local residents can enroll in a portion for free, without any home installations, and enjoy guaranteed savings on their monthly utility bill.

Solstice is an award-winning, mission-driven clean energy company working to put affordable, renewable energy in the hands of every household, including low-income populations and communities of color. The clean energy revolution is happening now; Solstice is working to ensure this transition is equitable and widespread by making it simpler and more affordable than ever for homeowners, businesses, and even renters to go solar.

Position Overview:

With surging demand for renewable energy, Solstice is poised for significant scale. As such, we are seeking a detail-oriented, driven, energetic, efficient, analytical, reliable, and highly organized Customer Success Associate to support our growing customer needs.

Responsibilities:

• Support customers, understanding their concerns and resolving them in a professional and timely manner
  • May be the first point of contact or work with the external team to resolve escalated issues.
• Leverage both phone and email, and live chat to troubleshoot account and billing queries with Solstice customers
• Assist with the execution of customer communication, onboarding, and education initiatives
• Document all activities in our customer system tools (SFDC, Zendesk) and in the Solstice platform
• Help build scalable customer service processes and implement efficiencies across all stages of the customer journey
• Collaborate with team members within and across departments to improve customer management processes and enhance the customer experience
• Fully understand the solar industry, community solar market, the Solstice customer profile, and value proposition
• Additional responsibilities may be assigned to support team members in the Customer Experience group.
• Other duties as assigned

Minimum Qualifications:

• Spanish fluency
• Located in Mountain or Pacific time zones and willing to support 9 am to 6 pm Pacific.
• Minimum 2 years of professional experience; Call center or support ticketing experience
• Experience in CRM or Customer Support software with Google Suites and Microsoft Office Suite
• Process-oriented with great attention to detail
• Patience with customer questions and the ability to articulate value proposition to external stakeholders with passion and energy
• Love for helping and bringing joy to others
• Full of positive attitude – you see challenges as learning opportunities
• Proactive -- you identify problems and design solutions without being asked
• Excellent communication, interpersonal, and organizational skills
• A problem solver; equally excited about the opportunity to solve small problems and big problems as long as they serve a larger mission
• Enthusiastic, positive, and team-oriented; always willing to lend a hand to a team member
• Excited to work in a fast-paced, growing scale-up environment
• Driven, gritty, and resilient; demonstrated ability to persevere through unanticipated challenges

Benefits:

• Comprehensive medical, vision, and dental coverage
• Health and Dependent Care FSA
• Safe Harbor 401(k) with an automatic 3% company contribution
• Professional development annual stipend
• Gender-neutral paid parental leave policy
• Generous time off policy that includes: All federal holidays, one week in late December, and 3 weeks of flexible PTO
• Flexible personal time to allow employees to run errands, go to doctor’s appointments, etc., without taking PTO
• Ability to work remotely from within the United States

As a Customer Success Associate, you will experience:

• A deep understanding of the solar and renewable energy space, particularly the rapidly growing community solar industry
• Hands-on scale-up experience in cleantech
• Knowledge from and personal interaction with leadership
• The opportunity to work on two crucial issues that positively impact the world: climate change mitigation and social justice
• A team of passionate, collaborative, dedicated, and empathetic employees

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About Solstice:

Solstice was founded to advance equity and inclusion in America. We are committed to living those values, not just in the work we do to promote environmental and energy justice, but in how we grow as an organization. We always seek to expand leadership opportunities for marginalized communities in the global transition to clean energy.

Solstice is an equal opportunity employer. We hire, train, compensate, and promote without regard to race, religion, gender identity or expression, sexual orientation, disability, age, national origin, genetics, veteran status, or any of the other characteristics that give each of us a unique perspective and capacities.

We’re a team of mission-driven, passionate, and dedicated individuals. We’ve fostered an inclusive and fun culture through remote team socials and all-team strategy retreats throughout the year. Apply today and get to know us!