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Survey Hotline Specialist

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Location: Las Vegas, NV, United States
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Description

Full-time Remote Opportunity + Competitive Pay + Benefits 


                                                                                  ***Residential Solar***

POSITION SUMMARY:

The Survey Hotline Specialist provides pre-survey, on-site, and scheduling support for the survey field team. The Survey Hotline Specialist will work through scheduled and unscheduled survey backlogs and prepare surveys for completion. Maintaining customer satisfaction is a top priority at Freedom Forever and the Survey Hotline Specialist is expected to provide efficient and effective solutions to ensure all surveys are completed as scheduled. The Survey Hotline Specialist is also tasked with reviewing and maintaining daily schedules for all members of the survey team. This requires exceptional focus on schedule density and drivetime efficiency to ensure maximum daily production is achieved. The Survey Hotline Specialist will work closely with the Regional Survey Supervisors and the local branch management to ensure compliance with Company objectives. 

A successful Survey Hotline Specialist will be knowledgeable of residential construction practices with a deep understanding of solar surveying processes and techniques. The Survey Hotline Specialist will need good analytical skills to identify project backlogs and provide quick solutions to maintain survey completion timelines. Consistently approaching daily tasks with a holistic view to ensure the needs of all stakeholders on pre-install projects, including Homeowners, Independent Dealer Partners, and Finance Partners, are met. Must quickly respond to the needs of the field teams to maintain efficient survey completion and maintain customer satisfaction. The Survey Hotline Specialist will also assist in identifying survey related issues including scheduling tool effectiveness, schedule availability, surveyor performance, and backlog issues; this feedback will be aggregated and sent to the appropriate parties, so that they can be addressed in a timely manner and avoided in the future.

 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES: 

 

  • Provide Pre-survey support through assignment of jobs on Site Capture; this includes creation, assignment, uploading, and troubleshooting
  • Upload documents and other required information before the scheduled survey date; work through and zero out “max fit” ques for future jobs
  • Use the Aurora platform to request, analyze, and upload modeled site plans for use by the survey team; adjustment and replacement of the site plans as requested by the field team
  • Strong skills in geographical map reading and drive time mapping; heavy use of mapping software
  • Good ability to analyze project locations and create efficient schedules through high job density and drive-time efficiency
  • Create and adjust survey schedules to maintain high next day density, availability within 3 days of sale, and quick turn around on re-scheduled projects
  • Support all survey department initiatives including goals to maintain the fastest possible survey completion timelines
  • Complete regular backlog checks to ensure all active projects have been called within 1 day; action any aging projects that need to be scheduled for survey
  • Exhibit strengths in customer interaction and customer service; expected to provide exceptional customer experience so project moves quickly to installation
  • Demonstrate advanced knowledge of solar surveying processes including roofing, electrical, structural, site, energy storage, EV chargers, and ground-mounts
  • Ability to learn and grow personal and team knowledge on new technologies and offerings of Freedom Forever
  • Exceptional understanding of Freedom’s SOP’s and requirements, including but not limited to Freedom Survey SOP and Freedom Scheduling SOP
  • Excel at problem solving and identifying solutions to provide the best customer service
  • Analyze sold layouts and provide accurate Aurora models to the Survey team
  • Respond and address all incoming requests from the Survey teams pertaining to Aurora models and scheduling concerns to facilitate a positive customer experience
  • Use of 3rd party VoIP phone systems including fulfillment of daily call volume expectations and legal requirements regarding recorded phone conversations 
  • Helping to troubleshoot survey concerns or other barriers to survey completion. Including escalation to RSS or Branch management as required
  • Assist Installation Hotline during peak call times through submission of Change Tickets and required SOW Revisions
  • Strong time management and organization skills to meet department’s Productivity metrics
  • Strong multi-tasking skills as Survey Hotline Specialist will be juggling various incoming requests from all areas of the country at various times of the day
  • Required to participate in a flexible work schedule including weekend coverage.  Perform other duties as assigned

 

QUALIFICATION REQUIREMENTS:

 

Education & Certifications:

  • High School Graduate or GED; Associate degree preferred

 

Experience:

  • 2+ years in construction/solar with an emphasis in Project Management

Knowledge, Skills & Abilities:

  • Highly computer literate with proficiency in Microsoft Office related software programs and other communication tools
  • Must have advanced ability to interpret blueprints and other project documents, including but not limited to, specifications, reporting and quality requirements
  • Strong ability to handle problems quickly and efficiently with minimal oversight
  • Excellent organizational skills, strong ability to multitask while maintaining a high quality of deliverables
  • Excellent oral and written communication skills
  • Demonstrated ability to solve complicated electrical and construction issues
  • Customer service or call center experience preferred, but not required  Aurora experience is preferred, but not required

 Freedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

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