After-Service Representative

Polaron Solartech Corp is seeking an After-Service Representative in Ontario, Canada, to ensure customer satisfaction post-solar system installation. Responsibilities include addressing inquiries, troubleshooting issues, providing maintenance guidance, and managing warranty claims. The role is full-time on-site at the Toronto location, with potential for remote work after settling in. Candidates should possess strong communication skills and a background in renewable energy is preferred.
About Us:

Polaron is Canada’s largest residential solar company. We are dedicated to the betterment of our environment for our future generations. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and supported.
• *Job Overview:

The After-Service Representative for Polaron Solar will play a crucial role in ensuring the ongoing satisfaction of customers after the installation of their solar systems. You will be responsible for addressing post-installation inquiries, troubleshooting issues, providing maintenance guidance, and ensuring that solar systems are functioning optimally. Your goal is to enhance the customer experience by providing timely and effective support, handling maintenance requests, and ensuring any post-installation problems are resolved efficiently.

Our team is composed of energetic, passionate, and goal-oriented individuals who are encouraged to bring their one-of-a-kind skill set to work every day. You will be responsible for delivering a cohesive and wow guest experience.

We are looking for a well-spoken individual who can work Full Time in-between the hours of 8:00AM to 8:00PM EST. This role will be on-site at our Toronto location (Eglinton and Jane), with the possibility of remote-work once settled in your role.
• *Key Responsibilities:**
• Post-Installation Support: Provide customers with post-installation support, addressing questions about their solar systems' performance, monitoring, and maintenance.
• Troubleshooting & Issue Resolution: Respond to customer concerns regarding system malfunctions, performance issues, or operational questions and resolve issues either remotely or by scheduling on-site visits with technicians.
• Customer Education: Educate customers on how to monitor their solar system’s performance, track energy savings, and perform basic maintenance tasks to ensure the system's longevity and efficiency.
• Warranty and Service Management: Assist customers with warranty claims, ensuring they understand their coverage and facilitating the repair or replacement of faulty components as per the warranty terms.
• Follow-Up & System Monitoring: Regularly follow up with customers after installation to ensure the system is operating correctly, address any ongoing concerns, and schedule necessary inspections or maintenance services.
• Documentation & Reporting: Maintain detailed records of customer interactions, service requests, and resolutions in the CRM system. Ensure proper documentation of warranties, service agreements, and technical issues.
• Quality Control: Review the quality of installations post-service and communicate with the installation team to address any recurring issues or customer feedback for continuous improvement.
• Coordinate with field technicians to schedule maintenance and repair appointments, ensuring smooth service delivery and customer satisfaction.
• Customer Retention & Satisfaction: Collaboration with Field Technicians: Ensure high levels of customer satisfaction by responding quickly and professionally to all inquiries, ensuring timely resolution of issues, and striving for first-call resolution
• *Qualifications:
• High school diploma or equivalent (Bachelor’s degree or technical certification in renewable energy preferred).
• Previous call centre experience ideally in a loyalty department, banking or telecommunications role
• Basic knowledge of solar technology and the solar energy industry is preferred.
• Strong communication skills with the ability to explain technical information in a clear and approachable manner.
• Ability to troubleshoot common technical issues related to solar power systems (training provided).
• Proficiency in CRM software, Google Workspace, and other customer service platforms.
• Detail-oriented with strong problem-solving and organizational skills.
• A positive, proactive attitude with a customer-first mentality.
• Flexibility to work in a fast-paced environment and adapt to changing customer needs.
• *What we offer:**
• Work-Life Balance: We understand the importance of work-life balance and offer flexible schedules to help you maintain a healthy balance between work and personal life, with the possibility of remote working after a few months
• Positive Impact: You will be part of a team that truly cares about helping customers and making a difference. Your role directly impacts our customers' satisfaction and helps shape the company's reputation.
• Supportive Work Environment: Join a friendly and inclusive team where open communication and collaboration are key. We believe in fostering a positive, supportive, and fun workplace culture.
• Competitive Salary & Benefits: We offer a competitive salary along with a comprehensive benefits package, including health and dentals benefits after 3 months, paid time off, and bonus plans, to ensure our team is well taken care of.

Job Type: Full-time

Pay: $19.00-$20.00 per hour

Additional pay:
• Bonus pay

Benefits:
• Dental care
• Flexible schedule
• Paid time off
• Work from home

Flexible language requirement:
• French not required

Schedule:
• Monday to Friday

Work Location: In person