Customer Experience Lead — Training & Operations

ION Solar, LLC; Orem (UT); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive wages

401K

Paid time off and paid holidays

Paid birthday off

Job summary

ION Solar, LLC is seeking strong leaders to support its growth and success in the residential solar space. The role focuses on hiring and training staff, creating training materials, and ensuring high-quality customer interactions.

You will monitor call and message queues, collaborate across teams, and drive performance with weekly meetings and scorecards. A positive culture and adherence to metrics are emphasized in a fast-paced office environment.

Qualifications

• High school diploma or equivalent.
• 4+ years of experience in customer service and/or personnel management is required.
• Experience in a call center environment preferred.
• Experience with Salesforce Reporting (or similar CRM).
• Experience with TalkDesk Reporting (or another phone system).
• Intuitive data collection and analysis.
• Strong background in operations + process development.

Responsibilities

• Hire and train new staff.
• Create training documents and materials for the team.
• Monitor inbound queues for calls, texts, and emails.
• Interact with escalated customers and collaborate with team members to build trust.
• Maintain queues and service levels for all inbound lines.
• Evaluate staff performance with a focus on development.
• Run daily huddles and weekly team meetings.
• Meet or exceed metrics while delivering a positive customer experience.
• Prepare work schedules for coverage.
• Create scorecards and hold biweekly one-on-ones to discuss performance.
• Develop game plans to improve reps' performance and accountability.
• Contribute to a positive company culture.
• Perform other related duties as assigned.

Skills

Customer service

Leadership

Problem solving

Time management

Multitasking

CRM experience

Salesforce Reporting

TalkDesk Reporting

Data analysis

Operations + process development

Education

High school diploma or equivalent

Tools

Salesforce Reporting

TalkDesk Reporting

CRM software

Job description

ION Solar, LLC is seeking strong leaders to support its growth and success in the residential solar space. The role focuses on hiring and training staff, creating training materials, and ensuring high-quality customer interactions.

You will monitor call and message queues, collaborate across teams, and drive performance with weekly meetings and scorecards. A positive culture and adherence to metrics are emphasized in a fast-paced office environment.