Service Account Specialist

The Service Account Specialist is a key customer-facing role within the Service Department at American Solar & Roofing
. This position serves as the primary point of contact for customers requesting service, support, and system-related solutions. The Service Account Specialist must be highly detail-oriented, capable of managing multiple priorities, and confident in providing accurate service recommendations.

This role includes a strong sales component, focused on selling service programs and new equipment opportunities, while ensuring customer needs are handled promptly and professionally. The ideal candidate will work independently, communicate clearly, and maintain a high standard of accuracy and follow-through.

This is a base + bonuses and commissions position
, with bonus and commission opportunities tied to service sales performance and goal achievement.

• Sell new equipment and service programs to existing solar customers.
• Upsell on different types of services related to both solar and roofing.
• Take the lead in generating and providing accurate quotes for Service Opportunities.
• Coordinate with other departments to select and price materials appropriately.
• Maintain balance between company policy and customer benefit in decision‑making.
• Support service revenue growth by identifying customer needs and recommending solutions.
• Earn performance‑based bonuses for meeting service sales goals.

• Professionally handle incoming requests from customers and ensure issues are solved both promptly and thoroughly.
• Answer incoming calls and direct inquiries to the proper department or individual.
• Gather complete customer information and document requests, communications, and outcomes in the company CRM software.
• Coordinate and maintain Service Technician schedules to maximize time and travel efficiencies and minimize truck rolls.
• Process customer warranty claims through product manufacturer processes and provide ongoing communication throughout the claim timeline.
• Follow company processes outlined in Service Department documentation and procedures.
• Continuously evaluate opportunities to improve service workflows and positively impact the customer experience.
• Compile and generate reports as they relate to service activity and customer service outcomes.
• Assist with service‑related billing questions and customer account inquiries.
• Support Accounts Receivable functions tied to service invoices and payment tracking.
• Maintain accurate documentation of financial communications within service accounts.
• Work cross‑functionally to ensure timely and accurate resolution of service payment matters.

• High school diploma or GED (required)
• 1–2 years of previous customer service, service coordination, or service sales experience preferred
• Customer Service / Service Coordination / Service Sales: 1 year (required)
• Must be professional, dependable, and motivated with a strong “can do” attitude
• Must be willing to work consistent and regular hours during the work week
• Must be able to flexibly provide backup support to others when necessary

• Highly developed sense of integrity and commitment to customer satisfaction with a pleasant, patient, and professional demeanor.
• Clear, accurate, and professional communication skills in both verbal and written formats.
• Strong attention to detail and ability to follow through with excellent organizational and decision‑making skills.
• Strong computer proficiency using Microsoft Word, Excel, Outlook, and related systems.
• Experience with Salesforce CRM and Quick Books is a plus.
• Ability to manage multiple tasks, set priorities, and work effectively under time constraints.
• Willingness to learn technical information regarding PV system operation, service diagnostics, and customer service solutions.
• Self‑starter who works well independently while supporting team objectives.