Customer Service Manager (CSM)

Job Description

Our World Energy is looking to hire a Customer Service Manager to join our amazing team in Arizona!

Position: Customer Service Manager

Office Location: Peoria, AZ

Department: Internal Ops

Why Join Our World Energy?

• Comprehensive Benefits: Choose from competitive medical, dental, and vision options tailored to your needs.
• Weekly Pay: Enjoy the stability of consistent, weekly pay.
• Tools for Success: Company equipment and vehicle provided for specific roles.
• Work-Life Balance: Generous Paid Time Off (PTO) and six observed holidays to recharge.
• Culture of Growth: Be part of a high-energy, fun, and friendly culture with endless opportunities for career advancement in a rapidly growing company.
• Referral Rewards: Benefit from our Employee Referral Program and grow our talented team.
• Competitive Compensation: Earn a competitive salary that reflects your skills and experience.

About This Role:

As a Customer Advocacy Manager, you are responsible for inspiring and coaching your team to provide a world-class experience for our residential solar customers. It is your job to lead the team and seek solutions and results that create a high performing work environment. By analyzing situations quickly and acting decisively, you can create success for the business and build relationships through unparalleled customer advocacy. You will be responsible for building and inspiring a high performing team of talented individuals who deliver exceptional experiences for OWE customers.

Job Responsibilities:

• As a Customer Advocacy Manager, you are responsible for inspiring and coaching your team to provide a world class experience for our residential solar customers
• Lead the team and seek solutions and results that create a high performing work environment
• Work with our CRM systems (Podio) to update the status of projects timely, and ensure all reporting and analytics is accurate
• By analyzing situations quickly and acting decisively, you can create success for the business and build relationships through unparalleled customer advocacy
• Monitor and manage customer project performance
• Collaborate with internal departments to ensure they fulfill all customer requests
• Ensure customer satisfaction and retention by understanding what customers want and how to meet their needs
• Make decisions about how to handle customer concerns or requests and resolve customer complaints
• Track customer feedback and prevent additional issues by recommending process and product improvements
• Drive customer retention, reduce churn, and increase customer satisfaction
• Review and respond to social media complaints and reviews
• Other duties as assigned

Preferred Qualifications:

• 1-3 years Customer Service Management or client-focused solutions experience within the solar industry
• Demonstrates proficiency in MS Office Excel, Word, Teams ETC
• Time management, positive attitude, and the willingness to learn are the three major character
• Proven ability to drive amazing customer experience and results through team development
• Serve as the liaison and customer advocate with a focus on improving the customer experience
• Passion for customer service and ownership of the customer experience
• Ability to champion and facilitate collaboration by cultivating relationships, mentoring, and effectively communicating with teammates and cross-functional partners
• Strong leadership skills set clear priorities and performance goals for the team and eliminates barriers to the teams success
• Proven ability to identify, prioritize, and resolve both customer and advocate issues quickly and effectively in a positive and practical manner
• Strong and effective capacity planning skills to maximize the productivity of resources; people, technology, etc.
• Thrives on a team where expertise is shared, and feedback is welcomed
• Cross-industry experience is welcome
• Prolonged periods sitting at a desk and working on a computer
• Bilingual is a plus!

Equal Opportunity Employer that values workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against based on disability. For more information, please visit www.eeoc.gov.

Job Type: Full-time

Pay: $55,000.00 – $60,000.00 per year

Benefits:

• Flexible schedule
• Tuition reimbursement

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Do you have experience with handling customer escalations and issues?
• Do you have experience managing and responding to customer reviews on social platforms?
• What are your current salary expectations at this time? (required)

Experience:

• Customer relationship management: 2 years (Preferred)
• Solar industry: 2 years (Preferred)

Language:

• Spanish (Preferred)

Ability to Commute:

• Phoenix, AZ (Required)

Work Location: In person