Ria Dey

(Company Overview: SolarZero was New Zealand’s leading solar energy business with offices in Christchurch, Nelson, Wanaka and Auckland. Over the past 35+ years it has put more solar systems on Kiwi homes and businesses than any other company, representing about 40% market share)

Responsibilities:

• Managing operational fulfillment of system removals and uplifts, for remedial works to be done at customer's end.
• Quality checking all jobs booked for installations, 48 hours ahead, to ensure accurate kits are ordered, system designs are compliant with health and safety rules, all pre install remedial works are done and that there is ample time to resolve or escalate any issues, so that there are no holdups on installation day.
• Ensuring solar installations takes place smoothly and there are no abandonment on the day as it is a cost to the company.
• Booking installation make ups to ensure the best possible customer service is provided to the customer and to reduce the number of days an installation takes to complete
• Working closely with the Customer Operations team to ensure a smooth delivery process for clients
• Managing workflows and lead times to ensure customer satisfaction while achieving the business goals
• Working closely with the Production Manager/Master Scheduler to manage resources to optimize throughput and quality
• Maintaining accurate and up to date salesforce (CRM) records to ensure the highest standards of data integrity are maintained
• Assisting the Production Manager in resolving complex non-standard issues both pre and post service activation
• Ensuring health & safety protocols are followed, ordering scaffolding and any other services required prior to the date of installation
• Ensuring that the contracted customer is fully aware of any changes to their installation including, battery placement, (solar panels) array layout, cable runs, installer arrival times, and postponement or cancellation
• Rescheduling tasks to find alternate work for installers if they are unable to proceed with the originally allocated task on the day of installation
• Ensuring salesforce (CRM) and other internal systems match the actual installation achieved
• Rescheduling installations, where required, to ensure that our field teams are utilized.
• Resolving escalated customer complaints
• Maintaining timely & effective customer communication to ensure prompt resolution
• Adhering to existing business policies & procedures to achieve desired business outcomes
• Escalating any issue where a possible health, safety or significant reputation or liability issue may arise
• Actively pursuing and communicate continuous improvement initiatives, regarding system designs and installation booking
• Checking if all installation requirements are met and health and safety rules like Scaffolding installations, Power lines safety disconnects are arranged to ensure safe systems installations.
• Ensuring all FSP’s (field service providers) upload the appropriate Health and Safety documentation and escalate all incidences of non-compliance to the Head of Operational Delivery
• Creating and distributing the required purchase orders to all FSP’s including but not limited to installers, and electrical inspectors
• Creating appropriate purchase orders to cover the works
• Engaging with FSP’s post installation to assist with any on-site repairs/remediation
• Documenting all remedial steps to ensure all internal stakeholders are aware of all current actions
• Actively maintaining an understanding of products and services to deliver training on these services to internal and external parties when required

• Weekly monitoring and reporting of quality scores for the team
• Strategizing with regard to quality scores and implementing training for underachieving Team Members
• Supporting training sessions
• Overseeing the power provider switching process for all customers
• Maintenance of team resources to ensure resources are up to date
• Perform all checks related to the suitability of the Customer’s property
• Analyzing of customer photo’s of the meter, switchboard and potential phasing
• Using various map sources and/or building plans to locate the property
• As well as reviewing photos provided by Customer to determine roof suitability, panel positioning and battery location
• Using CAD software and other tools to create roof drawings, designing the panel layout for optimal production
• Designing all systems taking into consideration structural constraints, shading, and health and safety
• Ensuring all relevant information is included into the design drawing
• Calling the customer in a polite and professional capacity to resolve any simple issues in the design phase to expedite the design process and remove barriers to installation
• Arranging for an installer to head to site to complete an assessment if required
• Actively seeking other opportunities to avoid an assessment and to accelerate the installation process
• Ensuring all information and documentation is completed and prepared for presentation to customers
• Performing due diligence checks in CRM, to ensure business compliance within company's parameters and legal obligations
• Working cross-functionally with Key Account Managers, Sales team, Customer Care team, Customer Experience team, Technical Care teams, Operations team and Engineering team to resolve design issues as soon as possible
• Working closely with the Sales Specialist and Advisor teams working to upskill and provide feedback loops as part of continuous improvement initiates
• Owning tasks and cases assigned from beginning to resolution, and consistently ensuring all targets in relation to progressing customers are met and re-prioritized as required to meet all appropriate deadlines
• Completing relevant documentation thoroughly and accurately including checklists and timesheets
• Maintaining a clean and efficient workspace at all times
• Assisting with any other tasks as and when required, this may include assisting with tasks outside of designated team
• Understanding, complying with and promoting all company health and safety policies and procedures

• Working to close off tasks assigned within given timeframes
• Working cross-functionally to resolve customer issues as soon as possible
• Owning tasks and cases assigned from beginning to resolution, and consistently ensure all targets in relation to progressing customer jobs are met
• Working collaboratively with internal and external stakeholders to achieve set outcomes
• Providing administrative support to teams working with new and existing customers through installation process and beyond
• Ensuring that customer's needs are met and makings recommendations for suitable goods and services
• Ensuring that best possible solution for customer is delivered, installed and activated
• Assisting with customer service over course of 20 year service contract
• Following business compliance within company's legal obligations
• Creating roof layout drawings using CAD tools
• Using advanced aerial photography and other records to determine property suitability
• Performing due diligence checks in CRM system to ensure business compliance
• Completing customer switches for energy service providers while adhering to relevant laws and restrictions
• Preparing relevant information for customer presentations

• Responsible for prospecting, qualifying and generating appointments
• Providing leads and opportunities for Senior Energy specialists
• Engaging with potential customers to start them on their sales journey
• Developing consistent lead generation capability for Senior Energy specialists
• Creating sales opportunities from referral networks established by Senior Energy Specialists
• Collaborate with Senior Energy Specialists to generate leads from sales referral database
• Creating, updating and keeping accurate records at all times in CRM application
• Managing eligible clients through agreed pre-qualifying process
• Reassigning or rescheduling appointments when required
• Working closely with top Senior Energy Specialists and learning from them directly
• Conducting need analysis and set up appointments
• Developing and grow sales pipeline and consistently meet daily, weekly and monthly targets
• Collaborating with Outside Sales Specialists to prospect, qualify and schedule in-home appointments