Customer service manager - united states, provo
job details
level: management job location: ut corp - provo, ut position type: full time education level: high school salary range: $40,000.00 - $60,000.00 salary/year job shift: day job category: management
description
we are searching for a motivated and professional individual to join our customer service team here at ion solar. in this role, you will be responsible for creating training documents, implementing process procedures, coaching, and up-training agents, monitoring and maintaining inbound customer service queues, and assisting agents as they are taking calls from customers to answer questions about their solar projects while seeking to create a positive experience for each customer. to be a successful customer service supervisor, you should be customer-focused, detail-oriented, and efficient. you should be polite, reliable and adaptable with a willingness to learn.
responsibilities:
the customer service manager has the following responsibilities and duties:
create training documents and training materials for the team to utilize. coaching agents on a regular basis. providing up-trainings and plans of action for improvement with a focus on call quality. monitoring customer service inbound queues for calls, texts and emails. interact with escalated customers and collaborate with other ion solar members to build lasting relationships based on trust and reliability. maintain queues and service levels to ensure that all inbound lines are working correctly. ensure the team is returning all inbound customer service communication from customers in the form of texts, calls, and voicemails. run daily huddles and weekly team meetings. run weekly 1:1’s with a focus on individual development. understanding and striving to meet or exceed set forth metrics while providing a consistent and positive customer experience. adhering to all company policies and procedures. contribute to the company culture in a positive wayrequirements:
the customer service manager should have the following skills, education and experience:
exceptional customer service, active listening, verbal and written communication skills. proficiency with computers, especially with crm software and strong typing skills. experience managing a call-center environment, creating training materials, and managing agent’s time effectively. familiarity with call reporting and intuitive knowledge of data collection and analysis. experience with 1:1 development and coaching. experience utilizing api metrics to determine efficiency and capacity/demand. experience with salesforce reporting (or a similar crm) experience with talkdesk reporting (or another phone system)ion solar’s mission: about ion solar:
we power people - together we power change. ion provides a simple, affordable way for homeowners to go green and invest in renewable energy. the solar industry is exploding and in a matter of a few short years, ion has grown from a small startup solar shop to one of the largest privately-owned solar companies in the country. we offer a catered, premium solar experience to our clientele.
why choose ion solar:
ion solar is looking to be a world-class premium solar provider, and to do so, we aim to hire top talent and provide career growth opportunities within the solar industry. within the past 2 years, ion solar has increased sales revenue by 100% each year, with projections for further development in the coming years. we have an environment of openness and encourage feedback to help everyone improve together. our goal is to make ion a place that our employees want to be.
compensation and benefits:
ion solar will provide the following compensation:
pay range: $40k-$60k annual salary
health/vision/dental insurance
401k
paid time off and paid holidays
paid birthday off
statement by ion:
we are 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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','educationrequirements':'high solar ','logo':'[link available when viewing the job] are searching for a motivated and professional individual to join our customer service team here at ion solar. in this role, you will be responsible for creating training documents, implementing process procedures, coaching, and up-training agents, monitoring and maintaining inbound customer service queues, and assisting agents as they are taking calls from customers to answer questions about their solar projects while seeking to create a positive experience for each customer. to be a successful customer service supervisor, you should be customer-focused, detail-oriented, and efficient. you should be polite, reliable and adaptable with a willingness to learn.responsibilities:
the customer service manager has the following responsibilities and duties:
create training documents and training materials for the team to utilize. coaching agents on a regular basis. providing up-trainings and plans of action for improvement with a focus on call quality. monitoring customer service inbound queues for calls, texts and emails. interact with escalated customers and collaborate with other ion solar members to build lasting relationships based on trust and reliability. maintain queues and service levels to ensure that all inbound lines are working correctly. ensure the team is returning all inbound customer service communication from customers in the form of texts, calls, and voicemails. run daily huddles and weekly team meetings. run weekly 1:1’s with a focus on individual development. understanding and striving to meet or exceed set forth metrics while providing a consistent and positive customer experience. adhering to all company policies and procedures. contribute to the company culture in a positive wayrequirements:
the customer service manager should have the following skills, education and experience:
exceptional customer service, active listening, verbal and written communication skills. proficiency with computers, especially with crm software and strong typing skills. experience managing a call-center environment, creating training materials, and managing agent’s time effectively. familiarity with call reporting and intuitive knowledge of data collection and analysis. experience with 1:1 development and coaching. experience utilizing api metrics to determine efficiency and capacity/demand. experience with salesforce reporting (or a similar crm) experience with talkdesk reporting (or another phone system)ion solar’s mission: about ion solar:
we power people - together we power change. ion provides a simple, affordable way for homeowners to go green and invest in renewable energy. the solar industry is exploding and in a matter of a few short years, ion has grown from a small startup solar shop to one of the largest privately-owned solar companies in the country. we offer a catered, premium solar experience to our clientele.
why choose ion solar:
ion solar is looking to be a world-class premium solar provider, and to do so, we aim to hire top talent and provide career growth opportunities within the solar industry. within the past 2 years, ion solar has increased sales revenue by 100% each year, with projections for further development in the coming years. we have an environment of openness and encourage feedback to help everyone improve together. our goal is to make ion a place that our employees want to be.
compensation and benefits:
ion solar will provide the following compensation:
pay range: $40k-$60k annual salary
health/vision/dental insurance
401k
paid time off and paid holidays
paid birthday off
statement by ion:
we are 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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