Customer Experience Team Lead

ION Solar, LLC; Orem (UT); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive wages

401(k)

Paid time off and paid holidays

Paid birthday off

Job summary

ION Solar is seeking a seasoned Customer Service Team Lead to support our growth and ensure high-quality service delivery. You will supervise reps, coach staff, and manage escalations to maintain customer satisfaction in a fast-paced office environment.

Responsibilities include monitoring calls, preparing monthly performance reports, and guiding new hires through processes and procedures. A high school diploma and at least two years of team lead experience are required.

Qualifications

• High school diploma or equivalent required.
• At least three years of customer service experience recommended.
• Two years of previous team lead experience.
• Salesforce experience preferred.

Responsibilities

• Assists the Department Manager and ensures compliance with quality of service.
• Monitors calls and other customer correspondence.
• Collects data and prepares reports on complaints and inquiries.
• Prepares monthly performance reports.
• Conducts weekly one-on-ones to coach and train reps; trains incoming new hires.
• Assist with escalated customers as needed.
• Performs other related duties as assigned.

Skills

Management skills

Team leadership

Customer service

Communication

Organization

Conflict resolution

MS Office

Education

High school diploma

Tools

Salesforce

Job description

ION Solar is seeking a seasoned Customer Service Team Lead to support our growth and ensure high-quality service delivery. You will supervise reps, coach staff, and manage escalations to maintain customer satisfaction in a fast-paced office environment.

Responsibilities include monitoring calls, preparing monthly performance reports, and guiding new hires through processes and procedures. A high school diploma and at least two years of team lead experience are required.