Solar Design and Solar Support Specialist

Must have prior experience working for a residential solar company. If not, we will not respond.
) Purpose & Role
• Serve as the “back-of-house” point of contact for customers after a solar deal is signed.
• To make all deals “Sunday direct”
• Coordinate milestones (site survey ? permitting & interconnection ? SOW ? install) and keep all parties informed.
• Maintain accurate statuses and surface blockers to the sales rep and leadership daily.
2) Communication Setup
• Channels: iMessage group text with customer, sales rep, and VA via ---------- (Apple ID).
• Phone Line: Use a dedicated Massachusetts phone number on a company-issued iPhone (recommended).
o Device labeling: “SunDay Energy – VA Desk.”
o Enable iMessage + SMS, voicemail greeting, and call forwarding to backup.
3) Trigger: New Solar Deal Handoff
• Initiated by Sales Rep: Upon deal signature, the rep starts a group text with customer + VA.
• VA Intake Log: Immediately add/new row in the Deals Tracker with: Customer, Address, Utility, Sales Rep, Deal Close Date, Site Survey Date, Notes.
4) Initial Customer Touch (Welcome & Expectations)
• Timing: Within 1 business hour of group text.
• Actions:
o Introduce self as back-of-house contact.
o Confirm preferred contact channel (text/email/phone).
o Share next step: scheduling/confirming site survey window.
o Provide standard response hours (e.g., Mon–Fri 9–6 ET) and typical timeline overview.
5) Site Survey Coordination
• Schedule/Confirm:
o Confirm appointment date/time with the customer.
• Tracker Update: Set “Current Status = Site Survey Scheduled” + Date of Site Survey.
6) Post-Survey Verification with solar installation company
• Timing: Same day as survey completion (or by 10am next business day).
• Actions:
o Confirm in that solar site survey is completed and deal is fully packaged.
o If installer flags incomplete items (photos, measurements, documents, utility info):
? Update Tracker “Actions Needed.”
? Notify Sales Rep in a separate thread with the exact missing items and due-by time.
? Follow up daily until resolved; escalate if >48 hours.
7) Customer Update: Move to Interconnection
• When deal package is complete & submitted:
o Notify customer: “Your project has moved to interconnection application.”
o Clarify: Customer may receive an email from their utility; no action is required unless we specify.
• Tracker Update: “Current Status = Interconnection Submitted” + Interconnection Submit Date.
8) Ongoing Status Management
• Cadence: Daily internal checks; customer updates at meaningful milestones or if delays arise.
• Milestones to monitor/log:
o Site Survey Scheduled ? Completed
o Design Complete / Engineering Review
o Interconnection Submitted ? Approved
o Permitting Submitted ? Approved
o Install Scheduled ? Completed
o Inspection Passed
o PTO (Permission to Operate) Submitted ? Approved
• Blockers: Document utility rejections, permit corrections, HOA needs, attic access issues, etc., and notify Sales Rep + Leadership per SLA.
9) Escalations & SLAs
• Sales Rep Response SLA: 24 hours on missing items; escalate to TM/Leadership at 24 hours.
• Customer Response SLA: Same-day acknowledgment to all inbound customer messages received before 4pm ET.
• Sunrite SLA: Confirm post-survey status within 1 business day; escalate if no system update in 48 hours.
10) Daily Leadership Report (Excel)
• Send Time: Every business day by 10AM ET to Leadership distribution list.
• Format: One Excel workbook (“Current Deals – SunDay Energy – {YYYY-MM-DD}.xlsx”).
• Sheet: “Pipeline – Active”
• Columns (suggested):
1. Customer Name
2. Service Address
3. Sales Rep
4. Utility
5. Product (PV/Battery/Roof Tie-in)
6. Current Status (picklist—see milestones)
7. Actions Needed (Yes/No)
8. Action Detail (what, who, by when)
9. Date Deal Closed
10. Site Survey Date (Sched)
11. Site Survey Date (Done)
12. Interconnection Submitted (Date)
13. Interconnection Approved (Date)
14. Permit Submitted (Date)
15. Permit Approved (Date)
16. Install Scheduled (Date)
17. Install Completed (Date)
18. Inspection Passed (Date)
19. PTO Submitted (Date)
20. PTO Approved (Date)
21. Notes / Risks
• Sheet 2: “Blockers & Escalations” (deal-by-deal list with owner and ETA).
• Sheet 3: “New Since Yesterday” (new deals + status).
11) Record-Keeping & Tools
• Tracker of Record: Excel in shared drive (or Smartsheet/Sheets if you prefer).
• System of Record: Sunrite for survey/design/interconnection timestamps.
• Messaging: iPhone (MA number) + iMessage group threads; archive transcripts weekly.
• Templates Folder: Customer update scripts, missing-items checklists, and survey prep message.
12) Quality Standards
• Use clear, friendly, time-stamped updates.
• Confirm every appointment in writing.
• Log every status change the same day it occurs.
• Proactively communicate delays with a revised ETA.
13) KPIs for the VA
• Response Time to New Handoffs:
• Post-Survey Verification Turnaround:
• Aging Items >48h Without Owner:
• Daily Report On-Time Rate:
• Customer Update Cadence: Update at each milestone; no gap >10 business days between customer touches.