Customer Experience Supervisor

ION SOLAR LLC•Orem, UT

1d•Onsite

About The Position

ION 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.

Requirements

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.
A high school diploma or equivalent is required
Proven experience as call center supervisor or similar supervisory position
Experience in customer service is essential

Nice To Haves

Solar experience preferred

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.