Customer Service Supervisor

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.

We are currently seeking a strong Customer Service Supervisor who assists a team of customer service reps, working with dissatisfied customers to overcome complex issues during the solar installation process.

Duties/Responsibilities:

• Assists the Department Manager of the assigned team and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the team's performance.
• Train incoming new hires on all processes and procedures.
• Assist with escalated customers where necessary.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Exceptional customer service
• Excellent interpersonal, problem-solving, and leadership skills
• Ability to stay calm in stressful situations and meet strict quotas
• Strong grasp on the company's products, services, and customer service policies
• Excellent verbal and written communication skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to multitask and stay organized
• Proficient with computers, especially with CRM software.
• Ability to type at least 45 words per minute.
• Experience with call reporting

Education and Experience:

• A high school diploma or equivalent is required
• 2 years working in customer service and/or personnel management
• Experience in a call center environment (preferred)
• Solar experience (preferred)
• Intuitive knowledge of data collection and analysis.

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.

Compensation/Benefits:

• Competitive wages
• Health/Vision/Dental Insurance
• 401(k)
• 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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