Customer Service Representative
Position Summary
Lion Energy is seeking a knowledgeable and customer-focused Customer Service Agent to support customers using our portable power products and residential energy storage systems. This role serves as the primary point of contact for customers, helping them understand product functionality, troubleshoot technical issues, process warranty claims, and ensure an exceptional customer experience.
The ideal candidate combines strong communication skills with basic to intermediate electrical and technical knowledge, enabling them to confidently support products ranging from portable power stations and solar generators to whole-home backup energy storage solutions.
Essential Duties and Responsibilities
• Respond to customer inquiries via phone, email, chat, and support tickets in a professional and timely manner.
• Assist customers with product setup, operation, troubleshooting, and maintenance.
• Provide technical support for portable power stations, portable solar panels, batteries, inverters, and residential ESS products.
• Explain product features, specifications, charging methods, electrical requirements, and system capabilities.
• Diagnose common technical issues and guide customers through solutions remotely.
• Document customer interactions, troubleshooting steps, and resolutions within the CRM system.
• Process warranty claims, repairs, replacements, and returns according to company policies.
• Collaborate with engineering, sales, logistics, and product teams to resolve complex customer issues.
• Escalate advanced technical concerns when necessary and follow through to resolution.
• Maintain current knowledge of Lion Energy products, accessories, and technologies.
• Assist customers in understanding home backup power solutions, energy storage applications, and solar integrations.
• Identify opportunities to improve customer satisfaction and support processes.
Required Qualifications
• High school diploma or equivalent required.
• 2+ years of customer service, technical support, or related experience.
• Strong verbal and written communication skills.
• Ability to explain technical concepts to customers with varying levels of understanding.
• Basic understanding of electrical concepts, including:
o Voltage (V)
o Amperage (A)
o Wattage (W)
o Watt-hours (Wh)
o AC and DC power
o Circuit breakers and electrical loads
• Experience using CRM, ticketing, or customer service software.
• Strong problem-solving and troubleshooting abilities.
• Proficient with Microsoft Office and common business software.
Preferred Qualifications
• Experience supporting battery, solar, renewable energy, RV, power equipment, or ESS products.
• Familiarity with lithium battery technologies and battery management systems (BMS).
• Understanding of residential electrical systems and home backup power solutions.
• Experience interpreting technical documentation, wiring diagrams, and installation guides.
• Knowledge of solar charging systems, inverters, transfer switches, and energy storage technologies.
• Technical support or call center experience in a consumer electronics or energy-related industry.
Key Competencies
• Customer-first mindset
• Technical aptitude
• Active listening
• Problem solving
• Attention to detail
• Patience and professionalism
• Adaptability
• Team collaboration
• Time management
• Conflict resolution
Physical Requirements
• Prolonged periods of sitting and computer use.
• Ability to occasionally lift and move products up to 80 pounds.
• Ability to inspect product components and read technical documentation.
What Success Looks Like
• Delivers exceptional customer satisfaction.
• Resolves customer inquiries accurately and efficiently.
• Demonstrates strong product knowledge across Lion Energy's portable and residential energy product lines.
• Maintains high-quality documentation and follow-up.
• Contributes to positive customer retention and brand loyalty.
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Lion Energy is an equal opportunity employer and values innovation, integrity, and exceptional customer service in helping customers achieve energy independence.