Aftercare & Customer Support Virtual Assistant – Solar

About the Role

We are a growing U.S.-based solar company looking for a reliable, organized, and customer-focused Aftercare & Customer Support Virtual Assistant to take care of our customers after their solar installation is completed.

This role is focused on making sure customers continue to feel supported after the sale and installation — not just answering questions, but proactively following up, keeping customers informed, and making sure nothing falls through the cracks.

You’ll be the friendly point of contact helping customers with post-installation communication, warranty information, follow-ups, reviews, referrals, and general aftercare.

If you are naturally organized, good at communicating with customers, comfortable making follow-up calls, and the type of person who remembers to follow through without being reminded, we’d love to hear from you.

What You'll Do

Customer Aftercare

Follow up with customers after their solar installation
Make sure customers have received their warranty documents and other important project information
Check in with customers to make sure everything is going well after installation
Answer customer questions through phone, email , and other communication channels
Provide friendly and professional support throughout the customer’s post-installation experience
Identify customer concerns and make sure they are routed to the appropriate team

Scheduled Customer Follow-Ups

Manage and complete scheduled customer touchpoints
Conduct approximately 30-day follow-ups when applicable
Maintain ongoing 3-month, 6-month, and 12-month customer check-ins
Keep accurate notes about every customer interaction
Make sure follow-ups are completed on time

Reviews & Referrals

Request customer reviews at the appropriate point in the customer journey
Follow up with customers regarding their experience
Identify satisfied customers who may be willing to refer friends or family
Help keep referral and review information organized
Communicate positive customer feedback to the team

Customer Portal / CRM

Keep customer records accurate and up to date
Enter notes and follow-up results into our systems
Track open customer issues and follow-ups
Upload or organize customer documents when needed
Monitor outstanding aftercare tasks and make sure they are completed

Issue Coordination

Listen carefully to customer concerns
Determine whether an issue needs to be escalated
Coordinate with the appropriate internal team when additional help is needed
Follow up with the customer after an issue has been handed off
Never let a customer issue disappear simply because it was passed to someone else
What We're Looking For

We’re looking for someone who is:

Excellent at communicating in English, both written and spoken
Warm, friendly, and professional with customers
Comfortable speaking with U.S. homeowners by phone
Highly organized and detail-oriented
Strong at follow-up and task management
Comfortable working with multiple customers and deadlines
Proactive and able to work independently
Good at documenting conversations and keeping records accurate
Patient when dealing with frustrated or confused customers
Comfortable learning new software and processes
Reliable and consistent with attendance
Able to follow SOPs while also using good judgment when something falls outside the normal process
Experience

Required:

Previous customer service, virtual assistant, administrative, or BPO experience
Strong English communication skills
Experience communicating with customers by phone, email , chat, or SMS
Comfortable using Google Workspace and learning new systems

Preferred:

Solar industry experience
Home services, construction, HVAC, roofing, or similar experience
CRM experience
Experience with customer retention or after-sales support
Experience requesting reviews or referrals
Experience managing customer follow-up schedules

Solar experience is NOT required. We can train the right person on our systems and processes.

Hours & Compensation

Pay: $5–$6 USD/hour depending on experience

Schedule: Full-time, 40 hours/week

Work arrangement: Remote / Independent Contractor

Time zone: Must be available to work U.S. business hours as required by the team.

This is intended to be a long-term position for someone who wants to grow with the company.

The Person We're Looking For

You might be a great fit if you are the person who:

Notices when a customer hasn't received a response
Follows up without being asked
Keeps detailed notes
Doesn't lose track of open tasks
Can handle a difficult customer calmly
Takes ownership instead of simply saying, "That's not my job"
Enjoys helping people and creating a great customer experience
Can follow a process but also knows when something needs to be escalated

This is not just a data-entry position. Your communication, judgment, organization, and ability to follow through are very important to this role.

HOW TO APPLY

IMPORTANT: Please complete our official application form to be considered for this position.

Application Form:
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Please include your updated resume and complete all required information in the application.

Incomplete applications may not be considered.

Please do not send direct/private messages regarding this position. Direct PMs will not be entertained.

All applicants must apply through the official application form provided above.