DescriptionION Solar is a rapidly expanding, full-service residential solar company with a strong nationwide presence. Our dedicated team is committed to making solar energy accessible and affordable for homeowners across the country.
The Customer Experience Supervisor provides service for all customers whose solar systems have been turned on and are operating. The role of the supervisor is to assist the Director of Customer Experience and help manage the metrics of the department.
Duties/Responsibilities:
- Manage large amounts of inbound and outbound calls
- Assign cases/emails to the team.
- Track department metrics to reach goals.
- Create SOPs.
- Troubleshooting and diagnosing system problems with product manufacturers, technicians, and customers.
- Scheduling technicians for necessary service calls.
- Coordinating with third-party contractors for roofing, repairs, and service work.
- Build sustainable relationships and engage customers by taking the extra mile
- Performs other related duties as assigned.
Required Skills/Abilities:
- Previous experience in a customer support role
- Excellent organizational and leadership skills
- Outstanding communication and negotiation abilities
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Ability to develop solutions to difficult problems
- Proficient with Microsoft Office Suite or related software.
Education and Experience:
- A high school diploma or equivalent is required
- Proven experience as call center supervisor or similar supervisory position
- Experience in customer service is essential
- Solar experience 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.
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