Full-Time

Issue Resolution Specialist

Confirmed live in the last 24 hours

Sunnova Energy

Sunnova Energy

1,001-5,000 employees

Provides solar energy and storage solutions

Energy

Entry, Junior

Houston, TX, USA

Position requires onsite presence in Houston, TX.

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Customer Service
Requirements
  • 1+ year experience in customer service at a solar or electric utility company
  • Bilingual (Spanish & English)
  • Experience in escalations role required
  • Bachelor’s degree preferred
  • Ability to excel in a team-oriented environment
  • Detail-oriented aptitude; a high degree of accuracy is required
  • Proficient in Microsoft office, specifically Excel and Outlook
  • Ability to manage time effectively, set priorities and meet deadlines
  • Ability to learn and adapt to change
  • Excellent interpersonal, written, and oral communication skills
  • Excellent judgment, reasoning, and problem-solving skills
  • Very strong organizational and communication (both verbal and written) skills.
  • Ability to effectively prepare and summarize results into executive summary recommendations and communications.
  • Knowledge and capability to use the tools, processes, and best practices for predicting business trends and providing forecasts that drive business decisions and business planning.
  • Eagerness to take ownership of the responsibilities.
  • Proven ability to work under pressure and organize, manage and prioritize multiple deliverables.
  • Aptitude to effectively communicate with peers, customers, senior management, and partners.
  • Team player that behaves ethically, with highest degree of integrity at all times.
Responsibilities
  • Assist customers by resolving issues by investigating issues and gathering details regarding claims and complaints
  • Work closing with internal and external departments to resolve escalated customer issues including sales, installation team, partners, legal, claims and marketing
  • Effectively educate and answer inquiries from customers regarding contract details, system production and the benefits of solar
  • Analyze billing and production to investigate customer issues
  • Resolve customer issues regarding contract terms
  • Prepare requests and process approvals, rewrite contracts, create change orders and amendments as needed to resolve contract and production issues
  • Resolve production disputes by reviewing contract guarantees and/or estimations of production
  • Appropriately recommend additional panels as needed to increase production
  • Handle and resolve high-profile case types including early-pay off requests, buy-out requests, fraud claims, bankruptcy, and foreclosure issues
  • Maintains ongoing communication with internal departments to obtain information and/or provide updates regarding escalation cases
  • Respond to customer feedback and complaints through social media and survey channels
  • Diligently follows-up with customers via email and phone calls to provide resolution
  • Complete various additional tasks and projects as requested from management
  • Other responsibilities as assigned

Sunnova Energy provides clean energy solutions primarily through solar power and energy storage systems for homeowners and businesses. Their services are designed to enhance the accessibility and affordability of renewable energy. The company operates on an adaptive energy platform that allows them to offer competitive pricing and flexible financing options, generating revenue through long-term service agreements. Unlike many competitors, Sunnova focuses on promoting energy independence, helping clients reduce their reliance on traditional energy grids. The goal of Sunnova is to encourage the adoption of sustainable energy alternatives, making clean energy more accessible to a wider audience.

Company Stage

IPO

Total Funding

$880.3M

Headquarters

Houston, Texas

Founded

2012

Growth & Insights
Headcount

6 month growth

3%

1 year growth

10%

2 year growth

55%
Simplify Jobs

Simplify's Take

What believers are saying

  • Sunnova's expansion of its virtual power plant network across multiple states and Puerto Rico offers significant growth potential and increased grid stability.
  • The strategic partnership with The Home Depot enhances Sunnova's brand visibility and customer acquisition capabilities.
  • Recent executive appointments, including a new CFO and COO, bring fresh leadership and potential for operational improvements.

What critics are saying

  • The securities class action lawsuit could lead to financial and reputational damage, affecting investor confidence.
  • The integration and management of large-scale partnerships, such as with The Home Depot, may pose operational challenges.

What makes Sunnova Energy unique

  • Sunnova's virtual power plant product allows residential customers to send stored power back to the grid, a unique feature that sets it apart from traditional solar energy providers.
  • The exclusive partnership with The Home Depot positions Sunnova as a national leader in solar and battery storage services, providing unparalleled market reach.
  • Sunnova's focus on adaptive energy services, including innovative programs like the Sunnova Power Grid Protect and Emergency Load Reduction, differentiates it from competitors.

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