Job description
About Dividend
At Dividend, we question convention, reward creativity, and always welcome new ideas. We are hungry to win, happy to help, and determined to succeed. Every day, we get to see the impact we've had on our customers, our partners, and on the world around us. So, take a look and see if you think you'd be a good fit for Dividend.
GENERAL FUNCTION: Responsible for managing all service, repair, and maintenance work for Dividend’s fleet of residential PV systems. This position will report directly to Dividend’s Service Supervisor. Responsible for documenting problem resolution procedures. Responsible for monitoring complaint reporting to identify trends, policy adherence, needs and systemic issues. Responsible for effectively communicating changes in policy and process gaps to appropriate leaders.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Diagnose system failures and determine the root cause and the correct path to resolution
- Identify and assign system repairs to Dividend’s Field Service Provider network
- Assist the Complaint Management team in analyzing production, consumption, and offsets
- Provide real-time feedback and updates to internal and external stakeholders
- Coordinate with Installers, Homeowners, AHJs, Permitting Offices, and Utility companies
- Monitor complaints through the workflow and escalate as appropriate until resolved.
- Partners with key stakeholders to stay abreast of their processes and the potential impact they have on complaint resolution.
- Maintain a Subject Matter Expert (SME) level of knowledge of all products and services as they relate to operational procedures and how they are used in problem resolution.
- Identify and communicate any systemic cases or trends identified to management and teams.
- Recommends process improvements based on quality and work product.
- Perform any other duties and special projects as assigned.
MINIMUM KNOWLEDGE & SKILLS REQUIRED:
- Bachelor's degree preferred or equivalent work experience.
- 5+ years’ experience with PV installations
- Ability to work in a fast-paced environment across different functional departments
- Ability to learn quickly and adapt to changes in procedure on an ongoing basis
- Excellent record keeping skills
- Excellent customer service and communication skills
- Familiar with technology tools included but not limited to Salesforce, Box, Microsoft Office Suite, and DocuSign.
- Superior problem resolution skills required. Must be able to evaluate the level of risk associated with complaints and solve problems from multiple perspectives.
- Must have ability to work under tight deadlines, with the ability to multi-task and prioritize.
- Must demonstrate ability to communicate effectively and gain agreement in difficult situations.
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Dividend - Service Coordinator
LOCATION - Austin, Texas 78727
Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.
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