Customer Service Team Lead

Trinity Solar; West Wareham (MA); On-site; USD 52,000 - 76,000; Full time

Job summary

Trinity Solar in Massachusetts is seeking a Customer Service Team Lead to deliver an exceptional experience from project inception to completion. You will handle escalated issues, coordinate with sales and customers, and guide a small team to meet deadlines.

The role emphasizes strong communication, leadership, and problem-solving, with proficiency in Microsoft Office and Salesforce. A fast-paced office environment and collaborative culture are key.

Qualifications

• Experience in customer service is preferred.
• Strong communication and problem-solving skills are essential.
• Ability to lead a team and coordinate with cross-functional stakeholders.

Responsibilities

• Handle escalated customer issues for resolution.
• Distribute work assignments to team members.
• Develop strong relationships with customers and colleagues.
• Monitor active projects for accuracy and deadlines; communicate updates to customers and the organization.
• Prioritize daily tasks with organizational and time-management skills.
• Coordinate with customers and sales representatives to obtain documentation for solar projects.
• Work on special projects as assigned.

Skills

Strong communication

Leadership experience

Mitigate customer concerns

Microsoft Office

Salesforce.com experience

Organizational and time management

Decision making

Team player

Attention to detail

Fast-paced office environment

Education

Some Customer experience preferred

Tools

Microsoft Office

Salesforce.com

Adobe PDF

Document Management

Job description

The Customer Service Team Lead will be responsible for delivering an exceptional customer experience from project inception to completion, providing professional and courteous communication with customers and across departments.

Supervisory Responsibilities

• None

Duties/Responsibilities

• Handling of escalated customer issues for resolution
• Distributing work assignments to team members
• Develop strong positive working relationships with customers and colleagues.
• Regularly monitor all active projects for accuracy of information and to ensure that deadlines are being upheld while providing necessary communication to customers and the organization.
• Utilize organizational and time management skills to prioritize and adjust daily tasks
• Coordinate efforts with customers and sales representatives to obtain documentation necessary for solar projects
• Working on special projects as assigned

Required Skills/Abilities

• Strong communication skills including the use of a call management system as well as text messaging and email
• Leadership experience preferred
• Ability to mitigate customer concerns while arriving at the best positive outcome
• Proficiency with Microsoft Office, Adobe PDF, Document Management. SalesForce.com experience is preferred
• Desired attributes include organizational and time management skills, strong decision making and problem solving, team player and attention to detail
• Experience in a fast-paced office environment is preferred

Education And Experience

• Some Customer experience preferred

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times