Job Summary

Customer Experience team is responsible for repeat business with existing customers and works with the Business Development team towards the referral program. The Customer Experience Analyst operates assigned portfolio higher power capacity sites to ensure a better energy experience for customers by building customer engagement & relationship.

  • Minimum Qualification: Degree
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description/Requirements

RESPONSIBILITIES;
  • Interacts with customers in a positive and cheerful manner. Is a constant ambassador of Aspire’s brand and a Better Energy Experience.
  • Takes service & maintenance calls. Documents calls in Aspire’s data management platform. Provides a resolution in a timely fashion, leveraging the appropriate technical and financial resources. More specifically, this requires:

    1. Logging in and responding to all customers calls.

    2. Resolve complex customer issues and needs.

    3. Facilitate board replacement and components repairs for hybrid inverter systems

    4. Liaise with the Project Management team to procure the needed materials or equipment in a timely fashion for the resolution of service issues.

  • Responsible for monitoring online assets, identifying early warning signs for any issues based on live data and identifying actions to take to extend asset life. More, specifically, this requires:

    1. Monitors and records solar generation, load consumption, and grid availability at project sites

    2. Collates data via various monitoring devices, interprets trends, and flags any discrepancies noticed at various sites

  • Collaborates with the Business Development team to attract new service clients

  • Supports commissioning of projects by ensuring lights on processes are executed and that system achieves designed requirements.

  • Ensures completion of final checklist procedure before beginning operations of the project.

  • Continuously optimize site operations and procedures to meet project operational KPIs and ensure a better energy experience. Operational sub responsibilities include: 

    1. Ensure Generators are on when needed as well as the availability of fuel on-site.

    2. Daily micro, weekly summary, and monthly comprehensive Energy Data Reading & Reporting for Energy Optimization including but not limited to the following:

      1. Fuel Consumption

      2. Grid supply and availability (kwhs and hrs)

      3. Solar production (kwhs)

      4. Battery (run hours and kwhs)

      5. Weather reporting

      6. Payment Efficiency (outstanding invoices versus collections) (monthly)

      7. Profitability (monthly)

    3. Maintenance of all sites in assigned portfolio 

    4. Communicates with stakeholders at sites within the assigned portfolio (facility managers, real estate developers, estate associations) as relates to energy management and operations.

  • Does data gathering and energy management reconnaissance in various parts of the country from time to time.

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