Customer Service Manager Sal FT

ION Solar•Orem, UT

6d•$55,000 - $80,000•Onsite

About The Position

ION Solar is one of the nation's fastest-growing, full-service residential solar companies. With offices in eight states across the country and a growing workforce of over 700 employees, ION Solar is providing a simple, affordable way for homeowners to switch to solar. We are currently seeking a strong Customer Service Manager who oversees a team of customer service reps, working with dissatisfied customers to overcome complex issues during the solar installation process.

Requirements

Exceptional customer service
Excellent interpersonal, problem-solving, and leadership skills
Ability to stay calm in stressful situations and meet strict quotas
Strong grasp of the company's products, services, and customer service policies
Excellent verbal and written communication skills.
Excellent time management skills with a proven ability to meet deadlines.
Ability to multitask and stay organized
Proficient with computers, especially with CRM software.
Ability to type at least 45 words per minute.
Experience with call reporting
A high school diploma or equivalent is required
Several years of experience working in customer service and/or personnel management

Nice To Haves

Experience in a call center environment
Experience with Salesforce Reporting (or a similar CRM)
Experience with TalkDesk Reporting (or another phone system)
Intuitive knowledge of data collection and analysis.

Responsibilities

Hire, and train new staff
Create training documents and training materials for the team to utilize.
Monitors Customer Service inbound queues for calls, texts, and emails.
Interacts with escalated customers and collaborates with other ION Solar members to build lasting relationships based on trust and reliability.
Maintains queues and service levels to ensure that all inbound lines are working correctly.
Evaluate staff effectiveness and performance with a focus on individual development on a weekly OR an at-need basis.
Runs daily huddles and weekly team meetings.
Understands and strives to meet or exceed set forth metrics while providing a consistent and positive customer experience.
Prepare work schedules to ensure sufficient coverage.
Contributes to the company culture in a positive way
Performs other related duties as assigned.