• 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.

• 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.

• Function as a critical member of the Heart Failure Program and work closely with the heart failure clinical team to provide excellent patient care, satisfaction, and ensure that our patients come first • Responsible for the enrollment, engagement, and coordination of patients throughout the Heart Failure Program and other value-based care management programs • Oversee the remote team’s telehealth schedule • Contact and coordinate patients after hospital discharge for transitional care management • Coordinate patient care with the remote patient monitoring care team • Initiate patient intake over the phone including, but not limited to, patient symptoms, vital signs, questionnaires, surveys and SDOH needs • Provide excellent patient-centric care by ensuring that patient needs are being met • Responsible for maintaining and managing a patient cohort that requires frequent follow-up calls, care management and coordination • Recognize and identify patient situations that require escalation to the appropriate care team provider • Maintain and update patient records confidentially and accordingly • Ensure medical records and lab results are in patient charts prior to appointments, and obtain missing records as needed • Follow prescription refill procedures • Collect and record updated insurance information from patients • Organize, plan and deliver patient education and information to patients and caregivers