Solar Customer Experience Manager
Employer: Harness Power

Location:439 E Harrison St. Unit E, Corona, California 92879

Posted Date: 10-05-2022

Description:
Customer Experience ManagerWe are looking for a competent call center manager to organize and work with our manager to direct our Customer Service staff of our call center. You will be responsible for assessing agent work, coaching, and giving feedback to maximize performance.A Harness call center manager must have customer service, supervisory and leadership experience. The ideal candidate must possess great communication skills, lead, and motivate others. You will need to be organized, reliable and capable of driving results. You will need to be comfortable taking escalated calls and working with the operation teams to resolve customer concerns. You will also create processes so the department can scale with the growth of the company.The goal is to lead and achieve excellent performance from your team, keep them motivated while creating an atmosphere that supports sustainable business growth.

Responsibilities
  • Assist in the formulation of targets for individuals and teams.
  • Conduct effective resource planning.
  • Hire and train new employees.
  • Answer questions from staff and provide guidance and feedback.
  • Take escalations when needed.
  • Devise ways to optimize procedures and keep staff motivated.
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on problems and proactively offer solutions.
  • Prepare daily, weekly, and monthly results and performance reports
  • Lead team meetings.
  • Write employee coaching plans and assess progress weekly.
  • Monitor telephone handling and other procedures.
Requirements and skills
  • * Excellent organizational and leadership skills with problem solving ability.
  • A minimum of 1 year experience in the solar industry.
  • Proven experience as call center manager.
  • Experience in customer service.
  • Proficient in English; Good knowledge of Spanish and additional languages will be a definite plus
  • Working knowledge of MS Office
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Knowledge of performance evaluation procedures
  • Outstanding communication.
  • A results-oriented approach
  • Excellent organizational and leadership skills
  • Ability to work under pressure
  • High school diploma
  • Bachelor’s degree is preferred.
Job Type: Full-timePay: $62,500.00 - $65,000.00 per yearBenefits:
  • Health insurance
  • Paid time off
  • Paid training
Schedule:
  • 8 hour shift
  • Monday to Friday
Ability to commute/relocate:
  • Corona, CA 92881: Reliably commute or planning to relocate before starting work (Required)
Experience:
  • Supervising experience: 1 year (Required)
  • English: 1 year (Required)
  • Customer service: 1 year (Required)
  • Leadership: 1 year (Required)
  • Spanish: 1 year (Preferred)
Work Location: One location