Customer Care Specialist (Solar)

US Solar Supplier is looking for a customer-focused Customer Service Specialist with familiarity in solar or technical equipment. This role will handle inbound calls, track order issues, reduce refunds, improve customer experience, and support fulfillment and sales. You will act as the bridge between customers, warehouse, and sales to ensure orders move smoothly from purchase to delivery.

Key Responsibilities

• Answer inbound calls, chats, and emails from customers
• Track orders from purchase through delivery
• Proactively reach out to customers with updates
• Reduce refunds by solving problems before they escalate
• Handle damaged shipment claims and delivery issues
• Coordinate with warehouses and freight carriers
• Support sales team with post-sale customer communication
• Assist customers with product compatibility questions (basic level)
• Monitor high-risk orders (large pallets, freight, bundles)
• Assist with will-call and pickup coordination
• Support warranty claims and replacements
• Follow up after delivery to ensure satisfaction
• Document recurring issues and recommend improvements
• Help manage backlog of customer issues and open tickets

Customer Experience & Reviews

• Deliver a high-quality, professional customer experience
• Turn frustrated customers into satisfied customers
• Proactively follow up after issue resolution
• Encourage happy customers to leave reviews
• Help improve Google, Shopify, and Trust reviews
• Reduce negative reviews through proactive communication
• Identify patterns causing poor reviews and escalate internally

Operational Support

• Track delayed shipments and proactively contact customers
• Work with fulfillment team to prioritize urgent orders
• Help verify shipping addresses and delivery requirements
• Assist with LTL freight communication and appointment scheduling
• Help reduce failed deliveries and reconsignment fees
• Monitor large contractor orders
• Support bundle orders and multi-brand shipments
• Help prevent cancellations by offering alternatives

Ideal Candidate

• Strong customer service experience
• Solar, electrical, HVAC, or technical product experience preferred
• Comfortable handling phone-based support
• Organized and detail-oriented
• Strong problem-solving ability
• Calm under pressure with difficult customers
• Experience with freight shipments or logistics a plus
• eCommerce experience a plus

Pay: $22.00 - $28.00 per hour

Work Location: Hybrid remote in Louisville, KY 40201