Residential Energy Specialist | L3 Resolution

dcbel Inc•San Francisco, CA

12d•Remote

About The Position

dcbel Inc. is a growing company developing technology and designing products that make clean, efficient, and sustainable energy accessible to all. We are at the leading edge of the residential energy revolution, enabling decentralized energy consumption and production through our vertically integrated suite of energy hardware and software products, and their supporting infrastructure. Our flagship product, the Ara Home Energy Station, is a wall-mounted device that gives everyone ownership over their energy supply by using solar power to charge their EV and home, unlocking their EV’s battery for backup power (V2H), and optimizing the energy flow between their solar panels, EVs, backup battery and the grid.

Requirements

7+ years of working experience.
Technical Electrical or Engineering degree or equivalent practical experience.
Extensive residential energy experience, with solar experience considered an asset, including experience managing escalations.
Bilingual French and English.
Critical thinker with a demonstrated ability to evaluate opposing viewpoints.
Ability to collaborate effectively in a team environment and remain flexible as business needs evolve quickly.
Ability to work independently, make decisions, and solve problems while thriving in a team-oriented environment.
Strong EQ, entrepreneurial mindset and resourceful.
Ability to communicate complex issues clearly and concisely.
Confident, professional demeanor with strong customer service skills.
Detail-oriented, analytical, and proactive in problem-solving and root cause identification, with excellent organizational skills.
Advanced written and verbal communication skills, with intermediate mathematical skills.
Ability and willingness to travel 75% of time.

Nice To Haves

Solar experience considered an asset.

Responsibilities

Serve as the L3 technical resolution point of contact for L2 Unresolved technical issues.
Deliver timely resolutions for customer complaints escalated to the highest level within the organization.
Exercise discretion and use judgment when evaluating cases, mitigating installation risks, losses, and exposure.
Maintain established service levels while proactively managing workload with minimal supervision.
Investigate and analyze the root causes of customer escalations, partnering with other teams to develop resolutions that improve the customer experience.
Act as subject matter expert for the department by applying extensive knowledge of case administration and business processes.
Present escalation cases internally with proposed resolutions and solutions, working with counsel and business teams to address customer complaints.
Be well versed in contract terminology to understand financial implications and installation specifications.