Design Validation 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 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 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:

• 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.
• Conducts weekly one-on-ones to coach and train reps.Train incoming new hires on all processes and procedures.
• Assist with escalated customers where necessary.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to lead and motivate a team.
• Proficient in Microsoft Office Suite or related software.

Education and Experience:

• A high school diploma or equivalent is required
• At least three years of customer service experience is recommended.
• 2 years of previous team lead experience
• Preferred Salesforce experience

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.