Posigen Customer Service — Operational Playbook

Executive overview

Posigen’s customer service function should be designed as a revenue-protecting, retention-driving engine rather than a cost center. For a solar finance and operations company that manages both distributed generation projects and ongoing customer accounts, excellent service reduces churn, accelerates cash collection, and supports secondary sales (upgrades, battery add-ons). Operationally, a best-in-class team targets 24–48 hour end-to-end resolution for non-technical queries and immediate triage for safety or downtime events.

This document describes practical KPIs, staffing and workflow designs, tooling, escalation matrices, sample performance targets and template touchpoints that a Posigen-like organization can implement immediately. Recommendations are calibrated to current U.S. residential/commercial solar industry benchmarks and are actionable without bespoke consulting.

Key performance metrics and financial benchmarks

Establishing clear KPIs upfront is critical. Use the following measurable targets as starting points—adjust by actual load after three months of data collection: First Response Time (FRT) ≤ 4 hours for inbound leads/support requests, Average Handle Time (AHT) 6–12 minutes for phone interactions, First-Call Resolution (FCR) ≥ 70%, Customer Satisfaction (CSAT) ≥ 4.5/5 and Net Promoter Score (NPS) ≥ 50. For safety and outage tickets, target acknowledgement within 30 minutes and on-site dispatch within 24 hours for urgent repairs.

From a cost perspective, expect customer acquisition costs (CAC) of $1,500–$4,000 per residential customer in 2023–2025 markets (varies by channel). Average residential system price range: $2.50–$3.50 per watt; a 6 kW system therefore typically costs $15,000–$21,000 before incentives. Support cost per contact will vary: mature contact centers average $6–$15 per inbound interaction depending on channel and complexity. Use these figures to model customer lifetime value (LTV) and justify higher investments in retention-focused service.

Operational workflows and staffing

Design a multi-channel intake with clear ownership rules: phone for urgent safety/operational failures, web form and portal for billing/contract inquiries, email for documentation, and SMS for appointment confirmations and outage alerts. Standardize triage: Level 1 (billing, scheduling, basic troubleshooting), Level 2 (technical diagnostics with access to inverter/monitoring data), Level 3 (field dispatch, escalation to engineering). Each ticket carries metadata: system ID, install date, inverter serial, monitoring link, warranty status.

Staffing ratios depend on active accounts: start with 1 full-time support agent per 300–600 active residential accounts for a centralized model, or 1 agent per 150–300 accounts if support is expected to be high-touch (many warranty calls). For mixed residential + commercial portfolios, maintain a dedicated commercial team (smaller headcount but higher SLA priority). Plan for seasonal spikes—budget an overtime pool equal to 10–20% of base staff or keep 1–2 floating agents during peak months.

Technology, integrations and automation

Invest in a CRM and ticketing stack that integrates monitoring telemetry, contract records, and billing. Recommended architecture: a primary CRM (Salesforce, HubSpot) integrated with a support platform (Zendesk, Freshdesk) and a monitoring API (SolarEdge, Enphase, SMA). Typical SaaS costs: Zendesk Support Suite $25–$150 per agent/month; Salesforce Service Cloud $75–$300 per user/month—choose based on required automation and reporting.

Automate routine flows: IVR menu that detects outage vs. billing, webhook-based ticket creation from telemetry alerts, 24/7 chatbot for FAQ deflection targeting a 20–30% reduction in simple tickets, and SMS appointment reminders (48/24 hours) to reduce no-shows below 5%. Maintain two-way synchronization so that when a ticket status changes, the customer portal and monitoring dashboard reflect it in real time.

Top KPIs to monitor (actionable list)

• First Response Time (target ≤ 4 hours for non-urgent, ≤ 30 minutes for outage/safety)
• First-Call Resolution (target ≥ 70%)
• CSAT and NPS (CSAT ≥ 4.5/5, NPS ≥ 50)
• Average Handle Time (phone: 6–12 minutes; chat: 4–8 minutes)
• Ticket backlog age (target ≤ 48 hours for open non-urgent tickets)
• Field dispatch SLA compliance (target 95% within promised window)

Complaint handling, escalations and legal considerations

Create a three-tier escalation matrix with explicit timelines and owners. Example: Tier 1 (acknowledge, resolve or schedule within 24–48 hours); Tier 2 (technical case review with engineering within 72 hours); Tier 3 (executive/contract/legal review within 7 business days). For safety or production-critical failures (e.g., inverter offline and home without power), escalate immediately to on-call engineering and field service with a 24-hour repair target when parts are available.

Document remedies and limits clearly in customer-facing contracts and internal SOPs: common remedies include remote troubleshooting, on-site repair, component replacement, or pro-rated credit. For example, authorize customer support to issue up to $500 in good-will credits without manager approval; larger credits or buyouts should follow a documented approval path. Maintain records of all remediation decisions for warranty and regulatory audits.

Customer touchpoints, sample scripts and contact formats

Standardize language for common scenarios to ensure clarity and compliance. For example, outage acknowledgement: “We’re aware of your reported inverter offline event (ticket #2025-5421). A technician will contact you within 4 hours for initial diagnostic. If the system creates any safety concerns, please isolate the system and call emergency services.” Keep messages concise and include ticket IDs, next steps and expected time windows.

Provide clear public-facing contact channels and internal templates. Example contact format (replace with official values): Phone: (800) 555-0123; Support email: [email protected]; Customer Portal: https://portal.posigen.example.com. Maintain a dedicated API/webhook endpoint for monitoring partners: https://api.posigen.example.com/alerts with HMAC authentication for secure telemetry exchanges.

What is the phone number for PosiGen?

Customer Care: (888) 939-4442 | Monday-Friday 8am-6pm CST.

How much does PosiGen cost per month?

How Much Does PosiGen Cost? While PosiGen does not publish pricing, the average monthly cost for a solar lease is $50 to $200. A number of factors will affect a homeowner’s monthly cost, including the size of the system, a household’s energy needs, solar storage options, panel manufacturer, and local labor rates.

How do I contact PosiGen?

(888) 939-4442
Customer Care: (888) 939-4442 | Monday-Friday 8am-6pm CST.

Where is PosiGen solar headquarters?

PosiGen is headquartered in Saint Rose, 145 James Dr E #300, United States, and has 12 office locations.

What company is PosiGen?

PosiGen is a leading provider of residential solar and energy efficiency solutions, making clean energy affordable and accessible for all households—regardless of income and credit score.

How do I get out of my solar contract?

If you want to cancel your lease because you’re selling your property, you typically have the option to transfer your lease to the new homeowner. Otherwise, many solar leasing contracts offer specific buy-out options and prices directly in their contract, but you can get stuck with pricey buyout fees.