dcbel

General

• Deliver timely resolutions for customer complaints escalated to the highest level within the organization
• Exercise discretion and use judgment when evaluating cases, mitigating installation risks, losses, and exposure
• Maintain dcbel’s established service levels while proactively managing workload with minimal supervision
• Investigate and analyze the root causes of customer escalations, partnering with other teams to develop resolutions that improve the customer experience
• Act as subject matter expert for the department by applying extensive knowledge of case administration and business processes
• Present escalation cases internally with proposed resolutions and solutions, working with counsel and business teams to address customer complaints
• Be well versed in contract terminology to understand financial implications and installation specifications

Residential Energy Specialist

• Visit customer homes (multiple per day), assess installation readiness including electrical panel capacity, available space (indoor/outdoor), Ara system placement feasibility, solar / battery configuration (if applicable), and identify considerations early (panel upgrades, site constraints, etc.)
• Clearly explain what an Ara installation involves, upgrades or changes that may be required, timeline and next steps, set realistic expectations to avoid post-sale friction.
• Gather all site-specific inputs required for: permitting applications, utility interconnection.
• Document: photos (panel, meter, site layout), measurements and configurations, jurisdiction-specific permitting requirements
• Upload structured site reports after each visit.
• Flag: ready-to-install homes, conditional approvals (with required upgrades), non-viable sites, ensure clean handoff to sales (if issues impacting conversion), operations / installers (for execution)

Residential Energy Specialist

Residential Energy Specialist, L1 Site Surveyor