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Full-Time

Customer Care & Collections Operations Manager

Confirmed live in the last 24 hours

PosiGen

PosiGen

201-500 employees

Leases solar panels to homeowners

Social Impact
Energy

Compensation Overview

$85k - $95kAnnually

Senior, Expert

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 option 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

Series D

Total Funding

$641.1M

Headquarters

St. Rose, Louisiana

Founded

2011

Growth & Insights
Headcount

6 month growth

10%

1 year growth

13%

2 year growth

48%
Simplify Jobs

Simplify's Take

What believers are saying

  • Securing $150 million from Brookfield and a total of $400 million in funding highlights strong financial backing and growth potential.
  • The new CEO, Peter Shaper, brings extensive experience in scaling businesses, which could drive PosiGen's next phase of growth.
  • PosiGen's B Corp certification and focus on underserved communities align with growing consumer and regulatory emphasis on social and environmental responsibility.

What critics are saying

  • The transition to a new CEO could lead to strategic shifts that may not align with the company's established mission and values.
  • The renewable energy sector is highly competitive, and PosiGen must continuously innovate to maintain its market position.

What makes PosiGen unique

  • PosiGen's focus on making solar energy accessible to all, regardless of income or credit score, sets it apart in an industry that often requires substantial upfront investment.
  • Their leasing model, which includes maintenance and insurance, offers a convenient and worry-free option for homeowners, unlike traditional purchase models.
  • Achieving B Corp certification underscores PosiGen's commitment to social and environmental justice, distinguishing it from competitors.