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Position: Service Administrator
Hours: Full-Time, Hourly
Pay: Level 2 Position in the EGPC Wage Matrix
Location: In-person at Viroqua, WI
Reports to: Customer Experience Integrator
Position Summary
The Service Administrator supports the Service Department by managing the entire service pipeline—from initial intake and triage to ticket tracking, project stewardship, warranty coordination, and documentation to uphold Ethos Green Power Cooperative’s reputation for exceptional service and care.
This role ensures a smooth flow of service work, accurate information sharing, and timely communication with customers and internal teams.
The Service Administrator acts as the first responder for customer inquiries, the dispatcher for field service, and the liaison between departments, maintaining a high level of communication, administrative precision, technical proficiency, and customer empathy.
Accountabilities
Service Pipeline Management
Manage and triage incoming service requests using Zoho Desk.
Determine appropriate response path (remote troubleshooting vs. on-site service).
Create, assign, and monitor service projects in Zoho CRM & Projects, ensuring all customer details and service items are accurate and updated.
Maintain awareness and prioritization of all open service tickets, warranty cases, service projects, and pending follow-up actions.
Customer Communication & Relationship Management
Serve as the primary point of contact for all service customers.
Ensure communication is clear, kind, and proactive throughout each service case.
Aid with PV & Battery Commissioning alongside Project Managers and O&M Lead/Service Tech as needed, with the intention of removing this task/setting clear workload boundaries going forward.
Educate customers on system issues including monitoring, production, warranties, and resolution of next steps in plain, accessible language.
Create and present work orders with accurate cost estimates for parts and labor.
Provide follow-up summaries after service completion to ensure satisfaction and closure.
Submit and track expenses, service labor, and billing in coordination with Admin & O&M Lead/Service Tech.
Remote Troubleshooting & Resolution
Perform preliminary diagnostics via monitoring portals or customer interviews.
Resolve common system issues remotely (e.g., monitoring connectivity, Wi-Fi updates, app setup).
Record all troubleshooting steps and resolutions in Zoho Desk.
Warranty & RMA Coordination
Submit and track warranty claims with manufacturers in coordination with Admin & O&M Lead/Service Tech.
Monitor part shipments and communicate expected timelines to customers.
Ensure warranty and RMA documentation is properly filed in Drive and Desk.
Field Service Support
Plan and design in coordination with O&M Lead/Service Tech solutions to site issues
Collaborate with O&M Lead/Service Tech to prepare for site visits and ensure all materials and data are available.
Schedule service calls efficiently and minimize downtime between ticket creation and dispatch.
Review Site data in coordination with O&M Lead/Service Tech
Confirm completion of work orders, documentation, and billing.
Documentation & Recordkeeping
Maintain comprehensive and organized records for all service tickets, client interactions, scheduled service appointments, and field notes.
Ensure consistency in file naming and folder management within Drive and CRM systems.
Upload all photos, inspection reports, and relevant communications promptly.
Preventive Maintenance & Monitoring
Track monitoring alerts and coordinate proactive maintenance visits.
Log recurring issues and collaborate with the O&M Lead and PMs to identify systemic patterns.
Ensure ongoing monitoring access for clients and internal visibility of performance data.
Process Improvement
Observe inefficiencies and propose improvements to workflows, templates, and communication pathways.
Collaborate with the Project Management Coordinator, Customer Experience Integrator and other stakeholders to enhance Service Department procedures.
Participate in quarterly reviews of service processes and tools.
Generate and maintain a Service issue and resolution database to help expedite future, similar Service issues.
Cross-Department Coordination
Communicate and collaborate with Sales, PMs, and Admin when service intersects with project work, new installations, or system adoptions.
Identify and route upsell opportunities to Sales (e.g., critter guard, battery additions, or system expansions).
Maintain professionalism and clarity across all departmental communications.
Safety & Compliance
Understand and adhere to Ethos Safety Policy and prudent safety practices.
Ensure all service processes and communications comply with Ethos internal policies and applicable laws.
Other Responsibilities
Maintain good relationships with customers, vendors, utilities, and team members at all times.
Offer assistance to other departments when available and actively pursue knowledge of Ethos operations.
Perform other duties as assigned by the Electrical Coordinator or Operations Director.
Performance Standards
Responsiveness: Acknowledge all customer inquiries within one business day.
Accuracy: Ensure all tickets, notes, and system records are accurate, visible and complete.
Documentation: 100% of service tickets closed with complete documentation.
Collaboration: Maintain consistent communication with O&M Lead, Admin, and PMs.
Customer Satisfaction: Maintain an average customer rating of 4.5/5 or higher.
Timeliness: Ensure warranty and RMA resolution within 10 business days whenever possible.
Qualifications / Competencies
Alignment with Ethos Green Power Cooperative’s Mission and Core Values
Strong organizational and communication skills
Proven time management and prioritization ability
Technical aptitude and willingness to learn solar and electrification systems
Experience using
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