Freedom Forever

Customer Operations Specialist

Barceloneta, PR

Full-time

About This Job

Description

MUST BE BILINGUAL IN ENGLISH/SPANISH

POSITION SUMMARY:

We are looking for a Customer Operations Specialist to join our dynamic team! This role combines customer support and scheduling coordination, ensuring a smooth experience for our customers from installation throughout their solar journey.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:* Assist customers with inquiries about their solar installation, timelines, and account details

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Provide top-tier customer service via phone, email, and chat

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Troubleshoot and resolve customer concerns promptly and professionally

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Educate customers on Freedom Forever’s solar process and answer frequently asked questions

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Maintain accurate records of customer interactions in the CRM system

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Coordinate and schedule solar system installations and surveys

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Communicate with internal teams (installers, project managers, and sales) to ensure scheduling efficiency

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Monitor appointment availability and optimize scheduling to meet project deadlines

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Update customers on schedule changes, delays, and next steps in their solar journey

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Track and manage scheduling conflicts, cancellations, and reschedules

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Commit to regular and timely presence, contributing to a dependable workplace environment

QUALIFICATION REQUIREMENTS:

Education & Certifications:* High school diploma or GED equivalent

Experience:* Customer Service Experience – 1+ years in a customer-facing or call center role (solar industry preferred)

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Scheduling/Coordination Experience – Experience managing appointments, calendars, or logistics (preferred)

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Strong Communication Skills – Ability to explain processes clearly and professionally both in English and Spanish

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Problem-Solving Mindset – Quick thinker who can troubleshoot and resolve issues

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Tech-Savvy – Comfortable using CRM tools, scheduling software, and communication platforms

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Organized & Detail-Oriented – Able to multitask, manage time, and keep accurate records

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Take extreme ownership of customer issues and see them through to resolution

Knowledge, Skills & Abilities:* Strong attention to detail and a commitment to maintaining high standards of service quality

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Ability to thrive in a fast-paced environment while managing multiple priorities

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Collaboration and teamwork skills to work effectively across different teams

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High degree of accountability and commitment to continuous improvement

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Critical thinking and decision-making skills to evaluate processes and make data-driven improvements

PHYSICAL DEMANDS AND ABILITIES* Regularly spend long hours sitting and using office equipment and computers

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Regularly move from sitting to standing positions effortlessly

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Regularly spend long hours in intense concentration reviewing and entering data into a computer

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Regularly use hands and fingers to handle, control or feel objects

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Regularly see details of objects that are less than a few feet away

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Regularly speak clearly so listeners can understand

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Regularly understand the speech of another person

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Frequently work on projects that require deadlines

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Occasionally lift 5-10 pounds

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