Customer Care Manager Job at Freedom Solar Power
Freedom Solar Power is the tenth-largest solar installer in the U.S. Founded in Austin in 2007, we now serve Texas, Colorado, Florida, North Carolina, and Virginia! Our residential and commercial solar reputation is based on our dedication to quality and service. At Freedom Solar Power, our mission is to empower everyone to get clean, affordable, and reliable energy from the sun. We take great pride in living by these 6 core values every day:
Pride in Quality Craftsmanship
Go Above and Beyond
Put People First
Have a Humble Heart
Give a Damn
Shoot Straight
Our mission is the heart of who we are! It’s part of why we’ve been voted Best Places to Work in 2019 and 2020 by the Austin and Houston Business Journals!
Freedom Solar Power is looking for a professional and detailed oriented
Customer Care Manager to join our team. The CCM will be responsible for managing a team of Reps that ensure customer satisfaction. The Customer Care Manager must be able to proactively train reps to stay calm when the customer is stressed and/or upset and de-escalate the issue by providing solutions. You must maintain a positive, empathetic, cheerful, and professional team of Reps.
Essential Functions and Duties:
- Supervise the daily operations of the customer service department.
- Set customer service goals for team members and help them reach those goals.
- Managing and ensuring your team provides a high level of satisfaction and customer experience while interacting with customers and handling customer queries and complaints accurately.
- Manage weekly and monthly metrics, reports, and surveys.
- Staying current on the latest Solar industry trends and customer service techniques.
- Constantly assessing the system and writing new scripts and process documentation.
- Understanding the Freedom Solar Power products and installation process to answer questions appropriately.
- Assisting other departments with customer service requests and other duties as assigned by management.
Qualifications:
- 5 to 10 years of high-volume customer service management experience is required.
- Bachelor’s degree, preferably in business administration.
- Prior experience with Social Media Management, Salesforce, Hubspot, Netsuite, and the Five9 dialer system is preferred.
- Prior experience in the Solar, Utility, or Construction industry is preferred.
- Bilingual in English and Spanish preferred.
- Ability to travel between Houston and Austin offices (2-3 times a month).
- Must have excellent interpersonal and training skills.
- Must possess positive leadership can-do attitude.
Knowledge, Skills and Abilities:
- Ability to problem solve in real-time.
- Detailed orientated and professional demeanor.
- Strong organizational and multi-task skills.
- Excellent customer service management skills.
- Must have strong verbal and written communication skills.
- Proficiency with Microsoft Office and Google Workspace.
Freedom Solar Power recognizes that talented people are attracted to companies that provide competitive pay, upward mobility, and exciting fast-paced culture. For this reason, we offer a growing Benefit Plan that includes the following:
Medical, Dental, and Vision Insurance
100% Company-Sponsored Short-Term Disability
401(k) Employer Matching
Weekly Pay Dates
3 Weeks PTO
8 Paid Holidays
Team Building Events!
Upward mobility Opportunities!
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