Liaison Manager

ION SOLAR LLC•Orem, UT

1d•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 Sales Liaison Manager contributes to Ion Solar by Training and coaching the Sales Rep Liaisons to give excellent communication and service to the customers and the Sales reps also responsible in improving communication between the Sales Reps , customers and corporate, and improving the timeline of the process by following up with departments and helping them move projects forward in a timely manner

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.
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.
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.
Contributes to the company culture in a positive way
Performs other related duties as assigned.