Full-Time

Customer Care & Collections Operations Manager

Posted on 9/4/2024

PosiGen

PosiGen

501-1,000 employees

Leases solar panels to homeowners

Energy

Compensation Overview

$85k - $95kAnnually

Mid, Senior

Houston, TX, USA + 1 more

More locations: New Orleans, LA, USA

100% onsite position; open to relocation.

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Sales
Communications
Management
Word/Pages/Docs
Salesforce
Customer Service
Data Analysis
Excel/Numbers/Sheets
PowerPoint/Keynote/Slides
Requirements
  • Bachelor's degree in business administration, customer service, or a related field
  • 5+ years of experience in contact center operations, including at least 3 years in a management role
  • Strong understanding of customer service principles and best practices
  • Experience with Collections business strategies and success in implementation and measurement of Collections KPIs
  • Experience in customer operations - sales and service, including contact center management
  • Experience in the renewable energy sector strongly preferred
  • Experience with process improvement and project management
  • Excellent communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Google Suite - Google Slides, Google Forms, Google Meet, Google Chat, Google Sheets (proficient), Google Docs, Gmail
  • Salesforce Case Management
  • Salesforce Reporting
  • CCaaS (eg: Five9, AWS Connect, etc)
  • Analytics software (Power BI, Sigma, etc), specifically interaction analytics as part of a CCaaS solution (WFO)
Responsibilities
  • Set and manage goals for the Customer Care and Collections departments, including KPIs such as customer satisfaction, response time, first call/case resolution and average days delinquent, etc.
  • Track and measure KPIs and report on progress to senior management
  • Analyze customer issues and identify root causes
  • Develop, document, and implement process improvements to improve customer experience in Care & Collections
  • Work with IT to identify and develop technology solutions to improve customer experience workflows and customer communication
  • Make recommendations for hiring, training, and development of Customer Care & Collections team members
  • Ensure that the Customer Care & Collections teams are providing excellent customer service by reporting on performance and quality and coaching on course corrections
  • SOP
  • Auditing of Care and Collections customer interactions via Quality program/scorecard development and implementation
  • Contribute to training curriculum by documenting process, technology and customer treatment enhancements
  • Lead and manage functional projects according to scope, deliverables and timelines

PosiGen operates in the renewable energy sector, focusing on making solar power accessible to homeowners, regardless of their income or credit score. The company provides solar panels through a leasing model, allowing customers to benefit from solar energy without the high upfront costs typically associated with purchasing a system. This leasing arrangement includes maintenance and insurance, offering a hassle-free experience for homeowners. Additionally, PosiGen conducts zero-cost home energy audits to identify ways to improve energy efficiency, helping customers lower their energy bills and reduce their carbon footprint. Unlike many competitors, PosiGen targets homeowners who may not have the financial means to invest in solar systems upfront, making their services particularly appealing to those seeking convenience and simplicity. The company's goal is to help homeowners manage their energy costs while promoting environmental sustainability.

Company Stage

Debt Financing

Total Funding

$214M

Headquarters

St. Rose, Louisiana

Founded

2011

Growth & Insights
Headcount

6 month growth

7%

1 year growth

13%

2 year growth

45%
Simplify Jobs

Simplify's Take

What believers are saying

  • PosiGen secured $150M from Brookfield, boosting its expansion capabilities.
  • B Corp certification enhances PosiGen's brand as a socially responsible enterprise.
  • Growing demand for solar in low-income areas aligns with PosiGen's mission and services.

What critics are saying

  • New leadership may lead to strategic shifts affecting operations.
  • Increased competition from companies like Generac could impact market share.
  • Reliance on external funding makes PosiGen vulnerable to investor confidence changes.

What makes PosiGen unique

  • PosiGen focuses on low- to moderate-income homeowners, a unique market segment in solar.
  • The company offers zero-cost home energy audits, enhancing energy efficiency for customers.
  • PosiGen's leasing model eliminates upfront costs, making solar accessible to more households.

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