Join the Solar For All Revolution!
PosiGen is a company that aims to provide solar and energy-efficiency solutions that help people save money, regardless of their income level. Currently, we are looking for a Customer Care Coach/Supervisor to guide our Customer Care team to success. This 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, staying updated on industry trends and technologies.
This position is on-site at Saint-Rose
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.
- Develop 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.
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.
- 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.
- 4+ years of experience in customer service leadership experience with at least 6 direct reports required.
- Experience in Solar industry preferred.
- 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.
- Ability to work independently and as part of a team.
- Excellent communication and interpersonal skills
About PosiGen
PosiGen is a people-centric, rapidly growing residential solar company committed to making Solar For ALL a reality. We aim to simplify solar, improve home efficiency, and generate opportunities for the underserved through our first of its kind, no credit check, guaranteed savings solar leasing program.
As employees at PosiGen, we are passionate about furthering our mission of Solar For ALL. At PosiGen, we celebrate the individual and foster an environment where employees can be their true self. We strive to live every day by our values:
- Act with Integrity
- Be Humble, Be Kind
- Collaborate and Seek to Understand
- Deliver on our Promises
- Engage Passionately
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, gender identity, 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.
Base Salary
$65,000—$70,000 USD
