Design Validation Manager

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 is one of the nation's fastest-growing, full-service residential solar companies. With offices in eight states across the country and a growing workforce of over 700 employees, ION Solar is providing a simple, affordable way for homeowners to switch to solar.

We are currently seeking strong leaders to support our company's growth and continued success. We have a great work environment that fosters individual growth and allows our team to enjoy helping people go green.

Duties/Responsibilities:

• Hire, and train new staff.
• Create training documents and training materials for the team to utilize.
• Monitors inbound queues for calls, texts, and emails.
• Interacts with escalated customers and collaborates with other ION Solar members to build lasting relationships based on trust and reliability.
• Maintains queues and service levels to ensure that all inbound lines are working correctly.
• Evaluate staff effectiveness and performance with a focus on individual development on a weekly OR an at-need basis.
• Runs daily huddles and weekly team meetings.
• Understanding and strives to meet or exceed set forth metrics while providing a consistent and positive customer experience.
• Prepare work schedules to ensure sufficient coverage.
• Create scorecards, and hold biweekly one-on-ones to discuss the rep's performance.
• Create game plans to help improve reps' performance and hold them accountable for hitting their goals.
• Contributes to the company culture in a positive way.
• 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 of 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.
• Experience with call reporting

Education and Experience:

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

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
• 401K
• 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.