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.

Duties/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.

Required Skills/Abilities:

• 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 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

Education and Experience:

• A high school diploma or equivalent is required
• Several years of experience working in customer service and/or personnel management
• 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.

Working Conditions:

Fast-paced, open floor office environment with significant computer and phone usage. Utilization of complex systems. Speed and accuracy are essential to the successful completion of tasks.

Prolonged periods sitting at a desk and working on a computer. Regular requirement to talk, or hear; frequent requirement to stand, walk, reach, bend or lift up to 20 pounds. The noise level in the work environment is typical of that of an office. May encounter interruptions throughout the work day.

Compensation/Benefits:

• Competitive wages
• Health/Vision/Dental insurance
• 401K
• Paid time off and paid holidays
• Paid birthday off

ION Solar is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, familial status, gender identity, national origin, veteran or disability status, or any other protected class.

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