Customer Service Supervisor

Paycom - ATS; Orem, Northern (UT, KY); Hybrid; USD 52,000 - 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 Customer Service Supervisor to lead a team of customer service representatives, working with dissatisfied customers to overcome complex issues during the solar installation process. You will assist the Department Manager and ensure adherence to quality guidelines.

Responsibilities include monitoring calls and correspondence, collecting data and preparing reports on complaints, training new hires, and handling escalated cases.

Job description

ION Solar is a rapidly expanding, full-service residential solar company with a strong nationwide presence. Our dedicated team is committed to making solar energy accessible and affordable for homeowners across the country.

We are currently seeking a strong Customer Service Supervisor who assists a team of customer service reps, working with dissatisfied customers to overcome complex issues during the solar installation process.

Duties/Responsibilities:

• Assists the Department Manager of the assigned team and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the team's performance.
• Train incoming new hires on all processes and procedures.
• Assist with escalated customers where necessary.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Exceptional customer service
• Excellent interpersonal, problem-solving, and leadership skills
• Ability to stay calm in stressful situations and meet strict quotas
• Strong grasp on the company's products, services, and customer service policies
• Excellent verbal and written communication skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to multitask and stay organized
• Proficient with computers, especially with CRM software.
• Ability to type at least 45 words per minute.
• Experience with call reporting

Education and Experience:

• A high school diploma or equivalent is required
• 2 years working in customer service and/or personnel management
• Experience in a call center environment (preferred)
• Solar experience (preferred)
• Intuitive knowledge of data collection and analysis.

Working Conditions:

Fast-paced, open floor office environment with significant computer and phone usage. Utilization of complex systems. Speed and accuracy are essential to the successful completion of tasks.

Prolonged periods sitting at a desk and working on a computer. Regular requirement to talk, or hear; frequent requirement to stand, walk, reach, bend or lift up to 20 pounds. The noise level in the work environment is typical of that of an office. May encounter interruptions throughout the work day.

• Competitive wages
• 401(k)
• Paid time off and paid holidays
• Paid birthday off

ION Solar is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, familial status, gender identity, national origin, veteran or disability status, or any other protected class.