Mark Thomas

Conducted customer consultations for residential solar and Powerwall systems.
Explained system design, financing options, and payment details.
Addressed customer objections and concerns while helping customers make informed decisions.
Built trust with customers through clear and professional communication.
Residential Solar Project Specialist / Customer Experience Roles | 2015 – 2024
Managed customer projects from contract signing through installation and activation.
Served as the primary point of contact for customers throughout the installation process.
Worked with customers to complete project requirements such as reroofs, electrical upgrades, vegetation trimming, and permitting requirements.
Frequently handled escalated situations and worked to resolve concerns before they resulted in cancellations.
Acted as a liaison between customers and internal departments to ensure a positive overall experience.
Developed extensive experience understanding customer sentiment and identifying issues that impact satisfaction and retention.
Built strong relationships with cross-functional teams across Tesla Energy.

Use AI tools to improve communication quality, increase productivity, and create more effective customer responses.

Manage customer communication and project progression for residential solar and Powerwall installations.
Work directly with customers to identify and remove project blockers that could delay installation or activation.
Handle escalated customer concerns and help prevent project cancellations through proactive outreach and problem solving.
Coordinate with multiple internal teams to keep projects moving and customers informed.