ClearSource BPO

• Review and triage incoming service requests to determine required actions such as troubleshooting, maintenance, or repair. • Create and manage work orders within the CRM system. • Assign service requests to appropriate field service partners. • Monitor the status of dispatched tickets and ensure timely completion. • Collect and review site visit reports, documentation, and photos from field partners. • Provide timely updates on field service activities to Customer Service and Technical Support teams. • Ensure all relevant ticket information is accurate and up to date. • Support cross-team collaboration by maintaining clear and consistent communication. • Participate in weekly service network team meetings. • Attend cross-departmental meetings to align on operations and service performance. • Join bi-weekly company-wide meetings and other sessions as required.

• Coordinate with our network of Field Service Partners (FSPs) to ensure efficient service delivery, strong performance, and exceptional customer experience for residential solar customers. • Conduct weekly service ticket reviews to ensure timely resolution and completion. • Review field service reports and quotes for accuracy and completeness. • Close service tickets and maintain accurate records. • Serve as the first point of contact for service ticket inquiries from internal teams and Field Service Partners (FSPs). • Drive partner responsiveness and service resolution through proactive follow-up. • Manage workmanship warranty claims and service escalations. • Provide timely service status updates to Customer Service and Technical Support teams. • Ensure accurate documentation and communication of field service activities. • Participate in weekly Service Network team meetings. • Attend cross-functional and departmental meetings. • Join monthly all-hands meetings and other business-related meetings as needed. • Collaborate with internal teams to improve service operations and customer experience.

• Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques • Troubleshoots and problem solve customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathetic approach at all times • Review, prepare, submit, and receive permit application packages in accordance with jurisdictional requirements and support the application throughout its lifecycle (Also, interconnection, rebate, etc., applications as deemed applicable by leadership). • Coordinate payments, communicate with internal parties to facilitate proper jurisdictions comments/revisions, record corrections and update database(s) for process improvement, and collaborate to streamline team processes. • Ensure high quality of submissions (and approval rates) by staying up to date on all solar submission processes and AHJ requirements. • Adhere to established schedule as designated by leadership. • Maintain professionalism and responsiveness in workplace and online communications. • Make meaningful contributions in all weekly meetings (1x1’s and team huddles) by maintaining engagement through questions and responses. • Takes the initiative to obtain and consistently upgrade product knowledge. • Builds relationships and works closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed. • Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature. • Report any training needs or system error/discrepancies to the supervisor. • Complete other tasks as deemed appropriate by the supervisor. • Regular attendance, punctuality, and adherence to an agreed-upon schedule of availability are conditions of employment and essential function of this position.

• Review, prepare, submit, and track Meter Spot Applications and Tesla Backup Switch requests in accordance with utility/jurisdictional requirements. • Support each application through its full lifecycle, including status follow-ups, approvals, and escalations. • Coordinate with utilities on scheduling and payment processing for meter spot inspections. • Communicate with internal teams to address jurisdiction-specific comments, corrections, and revision requests. • Ensure high submission quality and approval rates by staying current on utility-specific requirements, NEC standards, and AHJ/utility program updates. • Collaborate cross-functionally with Design, Interconnection, and Project Coordination teams to resolve site-readiness issues and prevent downstream delays. • Adhere to established turnaround times and processing schedules, prioritizing accuracy and completeness. • Maintain professionalism in all workplace and online communications, including utility correspondence and internal coordination threads. • Actively contribute in weekly meetings (1:1s and team huddles) with status updates, questions, and process feedback.

• Deliver high-quality customer service in alignment with ClearSource standards. • Support members and providers by addressing concerns promptly and effectively. • Ask relevant, insightful questions to accurately identify and resolve issues. • Accurately document customer interactions and transactions using approved systems and tools. • Adhere to established processes, protocols, company policies, and team guidelines. • Collaborate with fellow CSRs, internal departments, and clients to provide appropriate and timely solutions. • Complete all required compliance trainings within designated timelines. • Maintain schedule adherence, including assigned shifts, breaks, and meal periods.

• Define, refine, and communicate role expectations for all positions under management on a quarterly basis. • Facilitate ClearSource leadership training for new leaders and reinforce the model consistently across all leaders. • Develop and maintain highly visible KPI reports to track progress against program goals for both production and supervisory teams. • Update the People Analyzer for all direct reports on a weekly basis. • Lead a weekly team meeting with direct report leaders to: Review production performance and results, Conduct root cause analysis and drive issue resolution, Identify and promote recognition opportunities for strong performance. • Conduct weekly one-on-one meetings with each direct report leader to: Review team performance using the People Analyzer, Ensure alignment on expectations and priorities, Evaluate and enhance job satisfaction. • Provide weekly coaching sessions to each direct report leader, focusing on leadership development and adherence to coaching best practices. • Oversee hiring and internal promotions by participating in interviews and/or evaluating recorded interview sessions. • Facilitate weekly quality calibration meetings with clients and take ownership of resolving identified issues. • Set clear expectations for support departments and monitor their performance against those standards. • Evaluate the effectiveness of technology, tools, and systems, and communicate improvement opportunities to IT or clients as needed. • Ensure onboarding and offboarding processes are properly executed in line with company standards. • Assess training effectiveness and collaborate with the Learning and Development team to address skill and knowledge gaps. • Provide feedback to the Recruiting team to improve candidate quality and selection processes. • Review disciplinary actions to ensure consistency with leadership principles, company core values, and the code of conduct. • Manage and resolve client requests and escalations promptly and effectively. • Escalate critical issues with urgency, particularly those impacting operations, employee well-being, or client trust. • Drive alignment to the company mission through ongoing communication, education, and engagement initiatives. • Execute additional responsibilities as assigned.

• Review electrical and mechanical system designs and installations to ensure compliance with NEC, local jurisdiction requirements, OEM requirements, and company QA/QC standards. • Assess technical documents and installation photos to ensure projects meet incentive program guidelines and compliance standards. • Perform routine and targeted quality audits on residential solar installations to verify compliance with design specifications, code compliance, and company standards. • Ensure timely review and completion of assigned project queues in alignment with established service level agreements (SLAs). • Identify quality issues and collaborate with internal teams to resolve them effectively. • Conduct root cause analysis and recommend corrective actions to prevent recurrence. • Support QA/QC Manager in achieving departmental goals, including SLA adherence, review process optimization, and continuous improvement initiatives. • Maintain awareness of industry standards and best practices relevant to residential solar.

• Weekly, hold one-on-one meetings with direct report Quality Analysts to: Build relationships of mutual trust • Hold them accountable to making meaningful progress toward their dream and career goals • Ensure and assess their implementation of the ClearSource leadership training tools (the coaching process, one-on-one meeting format, People Analyzer, and Performance Self-Assessment) • Review their attainment of the KPIs outlined in their respective role definitions. Hold each other accountable to commitments made. • Update your People Analyzer and, monthly, administer the Performance Self-Assessment to direct report. • Weekly, coordinate with your team to ensure: Teaching opportunities are provided which support our approach to Successful Staff, so that each person can honestly say “I love my job.” That the needs of Operations leadership, Learning and Development, and Client as the primary customers of the Quality department, are being met and identify opportunities for improvement. • Weekly, attend quality meetings and client discussion. • Weekly, provide reporting on quality metric, evaluations targets are achieved, agent level and account level target scores are achieved. • Weekly, meet with L & D and Leadership teams to review quality trends and actionable insights to use as improvement plans to achieve quality targets. • Weekly, review accuracy in the quality dashboard by cross checking data in quick sight dashboard and raw data to confirm accuracy of the quality report.

• Create accurate solar permit packages that meet AHJ requirements, client processes, SLAs, productivity goals, and quality standards. • Assist homeowners with account setup, system activation, and commissioning. • Educate homeowners on energy production, consumption, and battery functionality. • Resolve activation and monitoring issues (e.g., offline gateways, missing data). • Collaborate with internal teams and manufacturer support for escalations.

• The Assistant Project Coordinator (APC) plays a critical role in streamlining the execution of solar energy projects by targeting specific project stages where delays may occur. • The APC supports Project Coordinators by clearing bottlenecks, ensuring accurate documentation, and facilitating smooth communication between internal teams and clients. • Support Project Coordinators in the intake of new projects, including auditing contracts and verifying submission of all required documents. • Generate reports from the CRM system, and assist with data entry and data cleanup tasks to ensure up-to-date project information. • Communicate directly with clients to request and collect missing documents, provide updates, and coordinate key project milestones. • Follow a structured schedule as outlined by leadership to stay aligned with team workflows and deadlines. • Maintain a high standard of professionalism and responsiveness in all workplace and digital communications. • Actively participate in weekly meetings, including 1-on-1s and team huddles, by asking relevant questions and sharing updates.