Customer Service Lead (Solar)

Position: Customer Service/Advocacy Lead (Solar)

Office Location: Peoria, AZ

Department: Internal Operations

 

About Us:

At Our World Energy, we’re more than just a solar company—we’re a driving force behind a sustainable future. With a client-focused approach, our mission is to deliver top-tier service that not only elevates the customer experience but also contributes to a 100% sustainable planet. With over $5 billion in funding, we’re leading the charge in the renewable energy revolution, and we’re looking for passionate individuals to join our dynamic team.

Why Join Our World Energy?

• Comprehensive Benefits: Choose from competitive medical, dental, and vision options tailored to your needs.
• Weekly Pay: Enjoy the stability of consistent, weekly pay.
• Tools for Success: Company equipment and vehicle provided for specific roles.
• Work-Life Balance: Generous Paid Time Off (PTO) and six observed holidays to recharge.
• Culture of Growth: Be part of a high-energy, fun, and friendly culture with endless opportunities for career advancement in a rapidly growing company.
• Referral Rewards: Benefit from our Employee Referral Program and grow our talented team.
• Competitive Compensation: Earn a competitive salary that reflects your skills and experience.

 

About This Role:

As a Customer Service Manager, you are responsible for inspiring and coaching your team to provide a world-class experience for our residential solar customers. It is your job to lead the team and seek solutions and results that create a high performing work environment. By analyzing situations quickly and acting decisively, you can create success for the business and build relationships through unparalleled customer advocacy. You will be responsible for building and inspiring a high performing team of talented individuals who deliver exceptional experiences for OWE customers.

Job Responsibilities:

• Lead the team and seek solutions and results that create a high performing work environment
• Work with our CRM systems (Tape/Podio) to update the status of projects timely, and ensure all reporting and analytics is accurate
• By analyzing situations quickly and acting decisively, you can create success for the business and build relationships through unparalleled customer advocacy
• Monitor and manage customer project performance
• Collaborate with internal departments to ensure they fulfill all customer requests
• Ensure customer satisfaction and retention by understanding what customers want and how to meet their needs
• Make decisions about how to handle customer concerns or requests and resolve customer complaints
• Track customer feedback and prevent additional issues by recommending process and product improvements
• Drive customer retention, reduce churn, and increase customer satisfaction
• Review and respond to social media complaints and reviews
• Other duties as assigned

Candidate Requirements:

• 1-3 years Customer Service Leadership or Supervisory experience required
• Strong leadership skills set clear priorities and performance goals for the team and eliminates barriers to the team’s success
• Min. 2 years of client-focused solutions experience within the solar industry (or related industry) 
• Demonstrates proficiency in Microsoft Office Excel, Word, Microsoft Teams 
• Time management, positive attitude, and the willingness to learn 
• Proven ability to drive amazing customer experience and results through team development
• Serve as the liaison and customer advocate with a focus on improving the customer experience
• Passion for customer service and ownership of the customer experience
• Ability to champion and facilitate collaboration by cultivating relationships, mentoring, and effectively communicating with teammates and cross-functional partners
• Proven ability to identify, prioritize, and resolve both customer and advocate issues quickly and effectively in a positive and practical manner
• Strong and effective capacity planning skills to maximize the productivity of resources; people, technology, etc.
• Thrives on a team where expertise is shared, and feedback is welcomed
• Cross-industry experience is welcome
• Prolonged periods sitting at a desk and work