---
title: 'Customer Care Advisor at GoodLeap'
canonical: 'https://feeny.ai/job/customer-care-advisor-goodleap-west-roseville-2n4fedty1zhp'
type: 'job'
last_seen: '2026-09-10'
---

# Customer Care Advisor at GoodLeap

- **Company:** GoodLeap
- **Location:** West Roseville, CA
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-27
- **Last confirmed live:** 2026-09-10
- **Apply:** https://jobs.lever.co/goodleap/9b092da6-46af-402c-ab53-99ee4f803f28

## Job description

About GoodLeap: GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $30 billion in financing for sustainable solutions since 2018.

GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

Customer Care Advisors make the first call to a borrower after their home solutions project is complete, and act as the trusted guides who help the borrowers understand and successfully manage their GoodLeap loan.

This is not a passive customer service role. CCA's run structured outbound call campaigns, enroll customer in autopay programs, have consultative conversations about additional financial products, and handle customer concerns that require real judgement and documentation. CCA's work across multiple platforms simultaneously - managing live calls, updating records in real time, and consistently hitting measurable performance targets.

Real Growth Path Customer Care Advisors who master the product knowledge and hit their numbers in this role have a clear path into team lead, escalation specialist, and financial product specialist tracks. High performers also have the opportunity to pursue their NMLS license and grow into a Licensed Loan Officer role — a career track that GoodLeap actively supports and invests in. GoodLeap promotes from within and the structured training you receive from day one is designed with that growth in mind.

Essential Job Duties & Responsibilities: Lead Structured Outbound Call Campaigns:

- Call customers shortly after their home improvement project is completed to walk them through their loan terms, confirm the work was finished to their satisfaction, and answer any questions
- Pitch and enroll customers in automatic payment (autopay) programs on every eligible call — explaining the interest rate savings, walking through the enrollment process, and handling objections with a proven rebuttal framework
- Conduct consultative cross-sell conversations, including introductions to home equity and mortgage products, solar power purchase programs, and loan optimization opportunities
- Work rotating campaign assignments based on business need — from payment reminders and promotional period alerts to tax credit follow-ups and loan feature reviews
- Manage a cloud-based phone system to handle queue status, campaign toggling, and call wrap-up efficiently

Handle Customer Concerns with Care and Precision:

- Identify when a customer's issue warrants a formal escalation — such as installer non-communication, incomplete project work, system performance problems, billing disputes, or potential fraud — and distinguish those from issues that can be resolved on the call
- Ask targeted questions to get to the root of a customer's concern before escalating, and redirect to the appropriate resource when escalation isn't necessary
- Write clear, accurate case notes in a required format that gives the customer's issue, their specific concerns, and the desired outcome — so the next person who touches the case has everything they need
- Route formal complaints through the correct internal approval process before submitting; manage open cases appropriately and follow up when needed
- Recognize and flag situations involving out-of-business contractors, suspected fraud, elder financial exploitation, or language barriers for specialized handling

Be a Product and Systems Expert:

- Learn and accurately explain the full range of GoodLeap loan structures — including loans with promotional periods, interest-only phases, principal-only phases, re-amortization features, and standard installment products
- Navigate CRM software, a loan origination portal, and our customer payment portal simultaneously during live calls to verify account details, update information, and complete transactions
- Process autopay enrollments on behalf of customers — collecting bank account information securely over the phone and reading required disclosures
- Complete call wrap-up documentation accurately across a range of outcome types: completed calls, voicemails, refusals, scheduled callbacks, completed transfers, and more
- Execute warm transfers to licensed mortgage specialists, solar energy consultants, and specialized support teams per established handoff protocols

Own Performance Numbers:

- Maintain a quality assurance score of 90% or above — calls are evaluated on script adherence, accuracy, professionalism, and documentation quality
- Hit campaign-specific targets for autopay enrollment, cross-sell conversion, and case resolution rates
- Keep call documentation time tight — complete notes during and immediately after each call to maximize productive time on the phone
- Adhere to your schedule and maintain accurate availability status throughout the shift

Required Skills, Knowledge & Abilities: Required:

- Comfortable working from a script while still sounding natural and building rapport
- Strong written communication — your case notes tell the story of every call
- Able to navigate multiple software platforms simultaneously while on a live call
- Coachable, metrics-aware, and able to receive direct feedback constructively

Preferred:

- Experience with Salesforce or similar CRM
- Background in financial services, lending, solar, or home improvement
- Bilingual English/Spanish
- Experience in outbound sales or subscription/autopay enrollment
- Familiarity with loan concepts: interest rates, promotional periods, and amortization
- Experience handling escalations, dispute resolution, or identifying fraud indicators
- 1+ year in a high-volume call center, phone sales, or phone-based customer service role

Compensation: $22/hour plus potential bonus opportunities

Additional Information Regarding Job Duties and Job Descriptions:

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you!  Apply today!

We are committed to protecting your privacy. To learn more about how we collect, use, and safeguard your personal information during the application process, please review our Employment Privacy Policy and Recruiting Policy on AI.

## About GoodLeap

## Company Overview
- **One-liner**: GoodLeap is a technology company delivering best-in-class financing and software products for sustainable home solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more.
- **Entity Type**: Private
- **Headquarters**: Roseville, CA, USA
- **Founded**: 2018 (based on platform financing history) [goodleap.com/about-us](https://www.goodleap.com/about-us)
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Sustainable home improvement financing, fintech, clean energy software
- **Target customers**: B2B (contractors, installers) and B2C (homeowners)
- **Mission**: To connect a world in which everyone can live sustainably [goodleap.com/about-us](https://www.goodleap.com/about-us)

## Products & Services
- **[GoodLeap Home App]**: A mobile app for homeowners to manage financing, monitor solar/system performance, make payments, and access rewards.
- **[Financing]**: Point-of-sale loans for solar, batteries, HVAC, roofing, windows, and other efficiency upgrades.
- **[Contractor Apps (GoodLeap Pros / Origin)]**: Mobile and desktop applications for contractors to manage financing pipelines, payments, and customer communication.
- **[DeDe AI Agent]**: AI-powered assistant that helps contractors streamline operations and customer engagement.
- **[Payment Solutions]**: Includes the GoodLeap Home Visa Signature Card (issued by Cross River Bank) and other payment tools.
- **[Developer Platform]**: No/low-code applications, full APIs, and integrations for developers to embed financing and software capabilities.

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Cumulative volume financed to date: over $64B (home page) / $30B since 2018 (about page) [goodleap.com](https://www.goodleap.com/) and [goodleap.com/about-us](https://www.goodleap.com/about-us)
- **Notable Investors/Partners**: Not publicly disclosed (card partner: Cross River Bank)
- **Growth Signals**:
  - Over 1.7 million homeowners financed (home page)
  - Over 6,800 contractors using the platform
  - Approximately 1,400 employees [goodleap.com/careers](https://www.goodleap.com/careers)
  - Operations in all 50 states with offices in Austin, San Francisco, Irvine, Roseville HQ, Scottsdale, Dallas, Bentonville, West Palm Beach
  - 20+ years in business (predecessor experience)

## Competitive Advantages
- **Integrated ecosystem**: Combines financing, contractor software, AI tools, and developer APIs in one platform, reducing friction for both homeowners and installers.
- **Scale and network effects**: Large base of contractors and homeowners creates a virtuous cycle; more contractors attract more homeowners and vice versa.
- **Sustainability focus**: Strong alignment with the growing demand for energy-efficient home upgrades and solar adoption.
- **Longevity and experience**: Over two decades of market presence in home improvement financing.

## Strategic Focus
- Expand financing options for a broader range of sustainable home solutions (HVAC, roofing, windows).
- Deepen AI capabilities (e.g., DeDe AI Agent) to improve contractor efficiency and homeowner experience.
- Grow the Virtual Power Plant program to aggregate home battery systems for grid services.
- Scale developer platform to integrate with more third-party systems.

## Why Work Here
- **Culture**: Employee reviews on Indeed highlight a “great culture, co-workers, and management” with collaborative environment and full paid training [indeed.com](https://www.indeed.com/cmp/Goodleap/reviews).
- **Remote/Hybrid policy**: Many roles are remote-first (e.g., Business Development Manager, Senior Associate – Business Solutions); some roles require on-site presence (e.g., Home Equity Specialist in select offices) [jobs.lever.co/goodleap](https://jobs.lever.co/goodleap).
- **Benefits**: Comprehensive healthcare (medical, dental, vision), 401(k) with matching, life and disability insurance, paid time off, and leave plans [goodleap.com/careers](https://www.goodleap.com/careers).
- **Notable perks**: Opportunity to work on impactful sustainability products; dynamic office locations; employee base of 1,400+ across the U.S.

## Sources
1. [goodleap.com](https://www.goodleap.com/)
2. [goodleap.com/about-us](https://www.goodleap.com/about-us)
3. [goodleap.com/careers](https://www.goodleap.com/careers)
4. [jobs.lever.co/goodleap](https://jobs.lever.co/goodleap)
5. [indeed.com](https://www.indeed.com/cmp/Goodleap/reviews)

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