Customer Care Supervisor

Summary:

As a Customer Care Supervisor, you'll be the guiding force behind our team, overseeing inbound/outbound activities and online chats. Your role involves developing action plans to meet business goals and managing talent, from hiring to performance evaluation. Through coaching and training, you'll nurture a skilled team dedicated to delivering prompt, efficient service and fostering customer engagement. Monitoring performance and identifying areas for improvement are key aspects of your role, as is resolving complex issues to maintain quality standards. Collaborating across departments, you'll ensure a seamless customer experience and stay updated on industry trends and technologies.

Essential Job Functions

• Lead and manage a team of customer service representatives
• Supervises monitors, and trains staff in inbound/outbound calling activities, online chats, and offline transactions. 
• Develops action plans to attain business imperatives based on related behaviors and metrics.
• Performs full scope of talent management including interviewing and hiring. 
• Develops performance measures to ascertain performance and behavior. Leads by providing feedback, coaching, career planning, corrective action, and training.
• Ensure that customers receive prompt and efficient service. Drives customer engagement to attain and retain customers to achieve positive customer base growth. 
• Monitors daily/hourly team and queue performance, understands the impacts on the business and takes appropriate action. 
• Identifies pain points in policies or procedures and helps drive process improvement
• Leads the creation and updates of account management policies and procedures.
• Partner with the Training team in the creation of an online knowledge hub
• Coaches team on troubleshooting and problem-solving for solar issues. Resolve escalated customer issues and complaints in a timely and satisfactory manner
• Monitor and evaluate the performance of customer service representatives.  Ensures standards for quality and performance are achieved. Interprets data analysis including statistics and trends for the team's performance.
• Participates in continuous learning opportunities and keeps current on projects, services, and technology changes within the company and solar industry. 
• Stay up-to-date on the latest customer service trends and technologies.  Familiar with contact center operational technology and comfortable with reporting/data analysis
• Work with other departments to ensure a seamless customer experience
• Other duties as assigned by leadership.

Competencies

• Solar industry experience
• Knowledge of customer service metrics and reporting
• Project management skills
• Change management skills
• Skill in resolving conflicts and handling difficult situations with diplomacy and professionalism.
• Continuous improvement skills
• Flexibility to adjust to changing circumstances and priorities in a fast-paced environment.

Education/Experience

• Bachelor's degree in business administration, customer service, or a related field
• 5+ years of experience in customer service leadership with at least 6 direct reports required
• Experience working in a contact center environment
• Knowledge of customer service technology and processes.  Experience with Salesforce case management and CCaaS software is required.
• Experience or demonstrated ability to explain, troubleshoot, and resolve basic technical and billing issues required.
• Excellent communication and interpersonal skills
• Strong leadership and management skills
• Ability to work independently and as part of a team
• Ability to handle stress and pressure
• Demonstrated acumen with financial instruments such as bills, invoices, and leases/loans required
• Must be available to work a flexible schedule, including days, nights, and weekends.
• Must be willing to work primarily in the office for the majority of your scheduled workweek.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.