ClearSource BPO

Customer Support

• 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.

Utility Interconnection Support Specialist

Operations

• 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.

Operations Manager

Account Manager

• 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.

Healthcare Account Representative

QA Engineer

• 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.

Solar Quality Engineer – Asset Performance, Compliance

• 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.

Utility Interconnection Support Specialist

Operations Manager

Healthcare Account Representative

Solar Quality Engineer – Asset Performance, Compliance

Quality Assurance Supervisor