DescriptionThe Special Services Team Supervisor contributes to Ion Solar by supporting customers, sales representatives, and internal team members with special services related to the solar process, including third-party work, electrical service changes, and home damage resolutions. This role serves as the first line of leadership and the closest leadership position to the Special Services Team. The Supervisor plays a critical role in team success by driving productivity, maintaining quality standards, developing employees, and ensuring operational consistency. This position combines leadership responsibilities with hands-on project support and process ownership.
Duties/Responsibilities:
- Serve as subject matter expert for Special Services processes and workflows
- Supervise daily team operations, workload distribution, and queue coverage
- Support team productivity and ensure goals and KPIs are met
- Step into project queues and perform project management tasks as needed
- Train, coach, and develop employees; identify and address skill gaps
- Create and maintain SOPs and the team training/knowledge database
- Conduct quality assurance reviews and maintain output, quality, and cost standards
- Handle escalated customer issues and complex cases
- Collaborate with internal teams and subcontractors, including onboarding new subcontractors
- Drive process improvements and operational efficiency
- Support management direction and reinforce team accountability and culture
- Adapt quickly to changing priorities and solve problems using sound judgment
- Perform standard supervisory duties and other related tasks as assigned
Required Skills/Abilities:
- Leadership or supervisory experience preferred
- Experience in project management, operations, or customer service environments
- Strong organization, critical thinking, and problem solving skills
- Tech savvy and comfortable learning new systems and tools
- Ability to manage multiple priorities in a fast paced setting
- Strong communication and coaching ability
- Detail oriented with a focus on quality and process adherence
- Proficient with Google Suite or similar software
Education and Experience:
- A high school diploma or equivalent is required
- At least three years of customer service experience preferred.
- Previous experience in a supervisory role preferred.
Working Conditions:
Fast-paced, open floor office environment with significant computer and phone usage. Utilization of complex systems. Speed and accuracy are essential to the successful completion of tasks.
Prolonged periods sitting at a desk and working on a computer. Regular requirement to talk, or hear; frequent requirement to stand, walk, reach, bend or lift up to 20 pounds. The noise level in the work environment is typical of that of an office. May encounter interruptions throughout the work day.
Compensation/Benefits:
- Competitive wages
- Health/Vision/Dental Insurance
- 401(k)
- Paid time off and paid holidays
- Paid birthday off
ION Solar is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, familial status, gender identity, national origin, veteran or disability status, or any other protected class.
Qualifications#IND123
