Customer Service Manager- Team Lead

Job Summary:

The Team Lead - Customer Service Management position is responsible for day-to-day activities of assigned customer accounts and managing Level I Customer Service Managers. This position shall be the customer advocate within the company, while also focusing on coaching and managing team members. Supporting Customer Service Managers by overseeing customer interactions to help problem solve and achieve business goals by building trust and providing strategic as well as realistic solutions. This position is expected to maintain the general customer relationship, work closely with the assigned sales representative, and identify ways to provide additional services to the customer. The Team Lead shall work closely with the Sr. Customer Service Manager on escalation to effectively manage the customer’s expectations as well as meet or exceed financial & operational goals.

In addition, The Team Lead - Customer Service Management will oversee customer accounts and assist inter-department Team Members who are directly responsible for (i) contract renewals for current accounts (including price increases); (ii) working collaboratively with Sales on requests for pricing additional locations or services; (iii) the review of customer-proposed Scopes of Work; (iv) expedite escalations to satisfy customer requests, while ensuring company profitability expectations are met; (v) scheduling and attending periodic business reviews; (vi) coaching and promoting growth with the CSM staff; (vii) serve as first line of escalation for customers managed by Level I staff.

Minimum Qualifications: (Education, Experience, Knowledge, and Skills):

• Previous Customer Service Manager experience preferred or 5-10 years customer service experience within a business-to-business environment.
• High School diploma required; bachelor’s degree is preferred.
• Previous service industry experience (Power Generation, HVAC, etc.) is required.
• Capability of managing customers with tact, patience, and grace.
• Fluency with Microsoft Office product suite.
• Critical reading and analytical skills.
• Strong organizational skills.
• Ability to manage workload issues with strict deadlines and attention to detail.
• Capable of working independently and multi-tasking in fast paced environment.
• High energy level with ability to take initiative.
• Must possess excellent verbal and written communication skills. Ability and authority to address customer complaints and issues, while always maintaining professional demeanor.

Job Duties and Responsibilities:

• Liaison between company and customer acting as the advocate for the customer.
• Engage with the operations teams to support meeting or exceeding financial and operational goals.
• Develop a comprehensive knowledge of company services, solutions, and programs.
• Manage the day-to-day communication and escalations of assigned accounts via inbound telephone calls, vendor portals and emails.
• Oversee customer escalations to resolution through coordination with other internal teams.
• Actively review PowerSecure’s PowerControl platform to coordinate emergency responses and storm support.
• Assist Sr. Customer Service Manager in review of PowerSecure’s PowerControl platform review to ensure Customer Service Managers have dispatched and updated system issues.
• Provide first level coaching to Customer Service Managers on processes and escalations prior to involvement of Sr. Customer Service Manager.
• Take a proactive role in communicating with the customer and meeting their needs.
• Meet with customer regularly to discuss upcoming services and schedules.
• Obtain feedback from customer on quality of service performed and work with delivery teams to enhance future service to the customer.
• Build and maintain strong customer relationships with each assigned account.
• Ensure all required reporting and contract compliance requirements are being met.
• Coordinate with the other team members to resolve problems, facilitate solutions and enhance the customer service experience.
• Engage with leadership and other departments in developing processes, procedures and strategies related to the Account Management Department.
• Onboard new customers into company’s systems and processes.
• Establish frequent customer feedback process and organize feedback to communicate to management and other departments.
• Periodic travel will be required to attend customer meetings.
• Provide after-hour emergency response as required.
Physical Demands and Work Environment:
• Professional office environment seated at a desk working on a computer.
• Travel occasionally required at customer sites.

"The above statements are intended to describe the general nature and