Lead our dynamic solar team with innovation and expertise! As a Solar Customer Engagement Supervisor, you will oversee specialists dedicated to mastering solar technologies and delivering exceptional customer experiences. Your role will involve fostering strong relationships, prioritizing outstanding service, and continuously improving our systems to meet and exceed customer needs.
We're looking for creative thinkers who excel in the complexities of solar energy and consistently surpass customer expectations. Our culture values genuine interactions, making customers feel truly appreciated. This commitment to exceptional service not only delights our customers but also inspires them to share their positive experiences with friends and neighbors.
Join us in solving challenges and optimizing processes to serve our customers better, both now and in the future. Be a part of shaping the future of solar energy with us!
RESPONSIBILITIES
- Lead a team of 5-star customer service agents to resolve outstanding customer requests post activation
- Set and manage clear metrics and targets for each individual and the team.
- Drives standard contact center operational metrics, including service level, productivity, AHT, Adherence, quality and customer satisfaction.
- Evaluate and manage the resources and processes required for first contact resolution and driving an outstanding customer experience.
- Develop a high performing team through development plans and clear performance management, regular staff meetings 1:1’s and other forms of regular communication.
- Analyze performance data to eliminate bottlenecks and ensure optimal performance and productivity.
Partner with cross functional teams to ensure that SLA’s are met, processes are followed and improved.
- Serve as point of contact for customer escalations and address issues promptly while modeling proper soft skills when handling escalated calls to ensure customer satisfaction.
- Drive employee engagement through rewards and recognition programs and constantly work to create a culture of enthusiasm and employee development.
QUALIFICATIONS
- Bachelor's degree preferred
- At least 2-3 years experience with leading a Customer Service or Customer Experience, or Customer Management team
- Experience managing Accounts Managers is preferred
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Experience:
- Microsoft Office: 1 year (Preferred)
- Sales: 1 year (Preferred)
Ability to Commute:
- Lehi, UT 84043 (Preferred)
Ability to Relocate:
- Lehi, UT 84043: Relocate before starting work (Required)
Work Location: In person