Collections Training Lead

Brief Description of Sunnova
Sunnova (NYSE: NOVA) is revolutionizing the energy industry as a leading Energy as a Service (EaaS) provider of solar, battery storage, EV charging, and other energy solutions with customers spanning the U.S. and its territories. Founded in 2012, our goal is to provide homeowners, businesses, and communities with a better energy service at a better price – making clean, renewable energy more accessible, reliable, and affordable. At Sunnova, we believe that our success comes from the diversity and creativity of our people. Our team is made up of forward-thinkers who are passionate about changing the energy industry for the better, and we're looking for like-minded individuals to join us. We encourage our people to push beyond traditional limits and explore new horizons – because only then can we truly transform the world for the better. If you're excited about being a part of the fastest-growing segment of the energy industry, we want you on our team!
The Collection Training Lead PositionSunnova Energy is currently searching for a Collection Training Lead to be responsible for all new hire training. This position would also have the responsibilities of training material maintenance and updating, reviewing monthly Quality Assurance Reviews for the existing team, coaching or mentoring struggling representatives, and lead up-training or refresher training as needed. This individual can also act as a backup or support for the supervisor when he/she is not on the floor, assist with employee questions, help with phone coverage when needed, and communicate and any issues to management. Ideally, this position will be able to work towards positive change and self-improvement and show the ability to grow with Sunnova.
• Collections• Leadership• Training and Education• Coaching and Mentoring• Quality Assurance• Customer Service Approach• Goal-Oriented
Collection Training Lead Responsibilities• Independently handle collections department training classes• Review and communicate QA results to team members - including creating improvement plans for reps that are struggling• Mentoring and coaching new hires as well as tenured staff• Ensure team-wide knowledge retention and compliance• Track new hire development to look for gaps in knowledge• Ability to act as a back-up for the Supervisor if he/she is unavailable• Communicate observed or reported issues to management for resolution• Quarterly reviews of training materials to ensure accuracy• Lead refresher or up-training sessions as needed
Reports to: Collections Supervisor
Minimum Requirements• Education required: High School Diploma• Minimum years of experience required: 3+ years in a call-center environment and 1+ years in collections or accounts receivables industry• Goal-Oriented thinking with the ability to push for quality and not just quantity• Ideal candidate will be personable and able to interact positively with different personality types – strong interpersonal skills• Excellent Verbal and Written communication skills• Microsoft Office knowledge – including at least moderate Excel skills• Organization skills and ability to work within a group setting is a must• Ability to communicate issues or concerns in an appropriate manner to peers and management
Preferred Qualifications• Spanish-speaking• Associates or Bachelor’s degree in related field• Previous experience in energy is a plus• Previous lead or management experience
Additional Knowledge, Skills and Abilities:• Salesforce and/or Tableau knowledge would be ideal
Working conditions:• Open office environment• Not a remote position• Over-time available
Physical Requirements:• Sitting for long periods of time
Location• Cypress, TX• Relocation assistance available for the right candidateBenefits:Sunnova offers a generous employee reward package that includes:• Comprehensive benefits• Competitive compensation & annual bonus• Paid time off, including 10 holidays and Paid Parental Leave• Cell phone allowance for many roles• Free access to onsite fitness center in Houston and/or discounted fitness memberships through health provider• Complimentary garage parking in Houston
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, di