Job Description

Certasun is the #1‑rated residential solar company in Illinois, known for our consultative customer experience, local expertise, and high‑quality workmanship. We are seeking a Customer Success Associate to serve as the first point of contact for both prospective solar customers and solar homeowners (whether installed by Certasun or someone else) with service or support needs.

This role blends inbound solar lead qualification with customer support and post-installation service intake. For new solar, storage, EV charger, and other product inquiries, the primary goal is to educate, qualify, and schedule a high volume of high-quality appointments for Certasun Solar Consultants. For existing customers, this role focuses on addressing service needs, answering questions, and coordinating next steps, resolving routine matters directly while partnering with internal teams on more complex situations.

The Customer Success Associate role is a hybrid position, with a requirement of 1–2 days per week in our Buffalo Grove office, and additional in‑office time during training. Team members are welcome to work in the office five days per week if preferred.

Responsibilities

• Serve as the first point of contact for inbound solar inquiries and customer service requests
• Qualify prospective solar customers and schedule appointments for Certasun Solar Consultants
• Collect accurate customer, property, and project information to support effective handoffs to sales and service teams
• Respond to customer support inquiries about existing systems, addressing routine questions
• Support customers with service requests by guiding next steps, preparing and reviewing service quotes, and partnering with internal teams on more complex issues
• Maintain detailed and accurate records of all customer interactions, leads, and service activity in Salesforce
• Complete required training and stay current on Certasun products, services, and processes

Required Qualifications

• Strong written and verbal communication skills
• Ability to remain calm and solution‑oriented when addressing customer concerns
• Ability to explain technical information clearly and confidently, adjusting language based on the audience’s level of understanding and familiarity with the topic
• Customer‑focused mindset with strong organizational and follow‑through skills
• Comfort leading frequent phone conversations in a professional environment
• Ability to manage a wide variety of tasks and prioritize effectively
• Ability to discuss quantitative information in a nuanced and particular manner
• Comfort continuously learning and staying current on new products and incentive program information in a rapidly evolving field
• Authorized to work in the United States for any employer

Desired Qualifications

• Bachelor’s degree in a STEM or communications field, or 3-4 years of experience in a role communicating technical information to customers
• Experience in customer success, customer support, inside sales, or service coordination
• Experience with Salesforce or similar CRM systems and databases
• Experience in a professional environment that relies on regular cross-team collaboration
• Interest in renewable energy and solar technology

Compensation & Benefits

• Annual Salary: $60,000–$65,000, based on experience
• Medical insurance coverage
• 401(k) with company match
• Paid time off and holidays

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