Customer Experience Lead - Operations & Maintenance

OVERVIEW

At VCT Group, we're building the future of solar architecture and electrification. Over the past decade, we've partnered with clients to design, build, and maintain over 300 solar projects, generating more than 20 million kWh of clean energy annually and reducing CO₂ emissions by over 3,000 tonnes each year.

We're not just chasing trends. We're leading them, transforming underutilized space with custom solar carports, enabling EV infrastructure, and integrating energy storage solutions. We also co-founded CED Coop, Canada's first public co-operative investment vehicle for clean energy, which has raised over $20 million from 750+ members to build a $45M+ renewable portfolio.

As we grow our Operations and Maintenance (O&M) portfolio, we're looking for a customer-obsessed leader to own the service desk and the customer experience from first call to final invoice. The Customer Service Experience Lead is the front door of our O&M business: the person customers call when they need answers, the one who books their service work, sends their invoices, and makes sure they renew their O&M agreement year after year.

This role leads our service writing function and works directly with the Fleet Performance Specialist and Fleet Performance Analyst, in close collaboration with our field service, project development, and finance teams.

WHAT YOU'LL DO

• Own the customer experience across the O&M portfolio, from intake to invoice, making sure every customer feels looked after and informed.
• Book service calls, coordinate scheduling with the field team, and dispatch work orders to technicians and subtrades.
• Prepare, issue, and follow up on customer invoices for service work, billable repairs, and O&M agreements; reconcile billable hours and materials with the field team.
• Sell and renew O&M service packages, prepare quotes for additional service work, and grow recurring revenue from the existing portfolio.
• Manage the service desk inbox and phone line; triage incoming requests and set clear response and resolution expectations.
• Track and report on service KPIs (response time, resolution time, customer satisfaction, billable utilization, O&M renewal rate).
• Build and maintain documented service writing processes, workflows, and templates so the customer experience stays consistent as the team grows.
• Partner with Finance on aged receivables, billing disputes, and revenue recognition for service contracts.
• Partner with Business Development to convert one-off service customers into long-term O&M relationships, and to flag system upgrade opportunities.
• Uphold VCT Group's standards for quality, safety, and customer service across every customer touchpoint.

WHAT YOU BRING

• 5+ years in a customer-facing service, account management, or service writing role.
• Demonstrated experience managing service invoicing, quoting, and accounts receivable follow-up.
• Strong commercial instincts: you've sold service packages or service contracts and can spot upsell and renewal opportunities.
• Excellent written and verbal communication; you can de-escalate a frustrated customer and write a clean invoice in the same hour.
• A genuine love of working with customers — you get energy from solving their problems and making every interaction feel personal.
• An obsession with organization — you keep schedules, records, and details tidy and easy to find, even when the day gets busy.
• The ability to multitask and prioritize, juggling calls, scheduling, and invoicing without letting anything slip through the cracks.
• Comfortable with CRM, ERP, and service dispatch software; strong with MS Office, particularly Excel.
• Organized and process-oriented, with a track record of building or improving service workflows.
• Valid G-class licence and willingness to occasionally visit sites with customers or the field team.

BONUS IF YOU ALSO HAVE

• Experience in solar PV, EV charging, HVAC, or another technical service industry where service writers coordinate with field technicians.
• Familiarity with O&M contracts, service-level agreements, or warranty administration.
• Experience with field service management platforms.
• Working knowledge of solar PV system performance concepts (uptime, availability, kWh production) so you can speak confidently with both customers and the Fleet Performance team.

YOU'LL FIT RIGHT IN IF YOU

• Treat the customer like the most important person in the building, every single time.
• Are quietly competitive with yourself and take pride in a tidy, accurate, on-time invoice.
• Like building systems and templates so the next request is easier than the last.
• Can hold a warm conversation and a firm collection call in the same day, and know which one the moment calls for.
• Care about sustainability and look forward to driving an EV.
• Feel proud at the end of the week saying, "every customer got an answer, every truck got dispatched, every invoice went out."

HOW TO APPLY

Interested candidates should forward their resume and cover letter to ***email_hidden***. Please refer to the job position for which you are applying in the subject line of all correspondence. We would like to thank all candidates for their interest; however, only those potentially suitable for the position will be contacted.