Job Description
Our World Energy is looking to hire a Customer Service Manager for our sales department!
Position: Customer Service Manager
Office Location: Peoria, AZ
Team: Customer Service – Sales
About us:
Our World Energy was founded with a client-centric model that allows us to focus exclusively on serving our clients as one of the Nations leading residential solar installers. Our persistent focus on the customer experience guarantees a positive outcome and ultimately, money saved. We are backed by over $5 Billion in funding, and alongside our install partners, we are leading the way towards a 100% sustainable planet.
Compensation and Benefits
- Competitive Salary
- Competitive Medical, Dental & Vision Options
- Company equipment and vehicle, applicable to certain jobs
- Paid Time Off (PTO)
- Six (6) Observed holidays
- High-energy, fun, and friendly culture
- Opportunity for career development and advancement with a rapidly growing company
- Employee Referral program
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):
- What are your current salary/pay expectations at this time?
- Do you have experience with handling customer escalations and issues?
- Do you have experience managing and responding to customer reviews on social platforms?
Experience:
- Customer relationship management: 2 years (Preferred)
- Solar industry: 2 years (Preferred)
Language:
Ability to Commute:
Work Location: In person