Customer Experience Manager

at Ion Developer Llc
Location See Description, United States of America
Date Posted August 13, 2023
Job Type


ION Solar is one of the nation's fastest-growing, full-service residential solar companies. With offices in eight states across the country and a growing workforce of over 700 employees, ION Solar is providing a simple, affordable way for homeowners to switch to solar.
The Customer Experience Manager provides service for all customers whose solar systems have been turned on and are operating. The Manager's role is to assist the Director of Customer Experience and help manage the department's metrics.

Manage large amounts of inbound and outbound calls
Assign cases/emails to the team.
Track department metrics to reach goals.
Create SOPs.
Troubleshooting and diagnosing system problems with product manufacturers, technicians, and customers.
Scheduling technicians for necessary service calls.
Coordinating with third-party contractors for roofing, repairs, and service work.
Build sustainable relationships and engage customers by taking the extra mile
Performs other related duties as assigned.

Required Skills/Abilities:

Previous experience in a customer support role
Excellent organizational and leadership skills
Outstanding communication and negotiation abilities
Familiarity with CRM systems and practices
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
Ability to develop solutions to difficult problems
Proficient with Microsoft Office Suite or related software.

Education and Experience:

A high school diploma or equivalent is required
Proven experience as call center supervisor or similar supervisory position
Experience in customer service is essential
Proficient in English; Good knowledge of additional languages will be a definite plus
Solar experience preferred

Working Conditions:
Fast-paced, open floor office environment with significant computer and phone usage. Utilization of complex systems. Speed and accuracy are essential to the successful completion of tasks.
Prolonged periods sitting at a desk and working on a computer. Regular requirement to talk, or hear; frequent requirement to stand, walk, reach, bend or lift up to 20 pounds. The noise level in the work environment is typical of that of an office. May encounter interruptions throughout the work day.

Competitive wages
Health/Vision/Dental insurance
Paid time off and paid holidays
Paid birthday off

ION Solar is 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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