Customer Service Specialist

To Apply: Click on Apply Online button, fill out application and email to lori@genproenergy.com

Primary Function:

GenPro Energy Solutions is the region’s foremost expert on renewable energy integration, energy efficiency, and sustainable energy product offerings.  GenPro is focused on three major industry sectors including energy efficient lighting systems, solar powered solutions, and solar water pumping.

GenPro is seeking an experienced customer service professional for our Power Generation Division whose primary function will be to interact directly with customers and field operation employees. This fast-paced role will require a good combination of skills including communications, computer skills, interpersonal relations, financial acumen, and job management. Due to the nature of work that GenPro specializes in, the successful candidate will have experience in working with energy technology.

Reporting Relationship:    VP of Power Generation

Pay Grade & Range:   G-9, $20.41 – $27.00 / hour

Essential Job Functions:

• Monitor and manage technician productivity within the assigned customer base to ensure compliance with GenPro Energy Solutions policies and procedures.

• Monitor the services calls, multiple rescheduled appointments and past open work orders.

• Communicate daily with the field project manager to ensure proper management of installation and service call calendars.

• Work closely with the field project manager, technicians, and sub-contractors to ensure compliance with all GenPro’s vehicle policies and procedures.

• Responsible for ensuring compliance with all local, state, federal and Company payroll policies and procedures. Responsibilities include ensuring the timely submission of accurate and complete time records including all appropriate signatures and certifications.

• Manage cost control program as it pertains to Operations including monitoring fuel consumption, overtime management, and cell phone usage.

• Monitor daily technician productivity data and utilize to schedule employees, manage resources, and reward/counsel employees for productivity.

• Responsible for supervisory functions on all shifts; manage the counseling process by monitoring employee productivity, and other performance markers

• Ensure that employees are receiving the appropriate training required to be successful in their roles.

• Perform Quality Inspections on a consistent basis and within the guidelines as directed by the Management. Train, and/or up train employees on the standards of installation and service. Bring jobs up to specifications, if needed.

• Ensure all new employees are equipped with the proper tools, nametags, identification, uniforms, shoes and communication devices. Verify all current employees are equipped with the same.

• Billing service departments repair orders and contract services

Other Duties:

• Participate in operational meetings to promote communication and morale.

• Coordinate with staff, as needed, during building and weather-related emergencies.

• Participate in employee evaluations making recommendations for improvement and implement training initiatives for staff which includes ensuring training for promotional opportunities.

• Inspect vehicles on a regular basis. Coordinate arrangements for required maintenance.

• Provide continuous training for defensive driving and other safety related issues.

• Investigate motor vehicle accidents and/or personal injuries and file reports with management

• Submit and resolve all damage claims, to include negotiations with customers, filing reports, submitting check requests, obtaining release forms and submitted payroll deductions for the parties at fault.

• Responsible for ensuring compliance with all Sarbanes-Oxley policies and procedures as they relate to the daily operation of the business.

• Incorporates principles of teamwork with all organizational levels in the resolution, completion and follow-up of various responsibilities; coach and mentor team members of varying levels of experience

 Working Relationships:

• VP of Power Generation
• Field Technicians
• Parts Department
• Vendors and sub-contractors
• Utility personnel
• AHJs (Authorities that Have Jurisdiction)

Experience:

• Minimum of 2 years of generator installation experience
• Minimum of 5 years of customer service, sales and/or marketing experience
• Minimum of 1 year of supervision experience (preferably in power generation industry)
• Experience in renewable energy and/or water pumping is highly desirable

Education:

• Bachelor’s Degree in Business, Marketing or similar preferred, relevant experience may be considered in lieu of degree.

Knowledge:

• Knowledge of power generation industry
• Knowledge of the clean-tech market, including solar energy
• Working knowledge of QuickBooks
• Ability to utilize Microsoft products and CRM software
• Demonstrated knowledge of project management processes required

Skills/Ability/Other Characteristics:

• Strong human relations skills to build, maintain, and enhance relationships with a variety of stakeholders.
• Strong technical and mechanical skills
• Self-starter with ability to manage details of multiple projects simultaneously.
• Excellent verbal and written communications skills.
• Ability to create and edit Excel documents that use mathematical formulas and logic.
• Create, read and understand construction documents, including electrical diagrams.
• Microsoft Office, Adobe Acrobat
• Proficient in computer applications: Word, Excel, Access, PowerPoint and ability to learn specialized software programs.
• Exceptional verbal, written and presentation communication skills.
• Strong problem solving and analytical abilities.
• Ability to work in a team environment.
• Ability to prioritize, meet deadlines and support internal team goals and external customers in a fast-paced environment.

Special Requirements:

• Must possess and maintain a valid driver’s license

The information contained in this position description describes the general nature and level of work being performed in this job.  This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment.  Job descriptions may and do change periodically.