SUMMARY

The Manager, Customer Experience Channel Support (New Homes) leads the daily operations of PosiGen’s Solar Contact Center, overseeing team performance, customer satisfaction, and operational excellence. This role includes ownership of the Channel Support team, including New Homes customer support, ensuring efficient handling of solar installation inquiries, scheduling, post-installation support, and billing processes. This position will manage Team Leaders and customer service representatives and drive quality through proactive coaching, data-driven insights, and customer-centric process improvements.
This is an On-site position located in Houston, TX.

EDUCATION/EXPERIENCE

• Bachelor’s degree in Business Administration, Customer Service, or related field preferred.
• 5+ years of contact center leadership experience, including 2+ years managing customer service teams supporting solar, new homes or construction-related services.
• 1+ year of experience working with New Homes customers, builders, or construction partners preferable.
• Proven ability to manage complex workflows, including coordination of construction timelines, inspections, and solar activation processes.
• Strong understanding of customer service systems, including Salesforce and CCaaS platforms.
• Excellent communication, team leadership, and cross-functional collaboration skills.
• Demonstrated ability to manage change and drive process improvement in a high-growth, customer-facing environment.
• Comfortable working with technical products and customer financial documents (leases, invoices, utility bills).

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments