Installation Scheduling Manager

ION Solar•Orem, UT

3d•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. The Install Manager contributes to ION solar by overseeing the department responsible for auditing new accounts and scheduling solar installs in various markets, nationwide. It is an operational leadership position. Each month, ION Solar determines an install objective. The manager must plan, develop and execute a strategy to successfully meet this goal. The goal is divided amongst the team and defined by daily/weekly scheduling expectations. These expectations require regular monitoring for individual performance in order to identify opportunities for training and development, as well as providing effective feedback. The manager must empower and motivate the team to overcome high-level challenges, through vision and action.

Requirements

Exceptional customer service
Excellent interpersonal, problem-solving, and leadership skills
Ability to stay calm in stressful situations and meet strict quotas
Strong grasp on the companys 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 (preferred)
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 inbound queues for calls, texts, and emails.
Ensure daily install goals are being met and team is working efficiently
Monitor manager queues and dashboards - zero out daily
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.
Understanding and strives to meet or exceed set forth metrics while providing a consistent and positive customer experience.
Prepare work schedules to ensure sufficient coverage.
Performs other related duties as assigned.