Customer Support Supervisor

at  Ion Solar LLC

ION Solar is one of the nation’s fastest-growing, full-service residential solar companies. With offices in eight states across the country and a growing workforce of over 700 employees, ION Solar is providing a simple, affordable way for homeowners to switch to solar.
We are currently seeking a strong Customer Service Supervisor who assists a team of customer service reps, working with dissatisfied customers to overcome complex issues during the solar installation process.

REQUIRED SKILLS/ABILITIES:

• Exceptional customer service
• Excellent interpersonal, problem-solving, and leadership skills
• Ability to stay calm in stressful situations and meet strict quotas
• Strong grasp on the company’s products, services, and customer service policies
• Excellent verbal and written communication skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to multitask and stay organized
• Proficient with computers, especially with CRM software.
• Ability to type at least 45 words per minute.
• Experience with call reporting

EDUCATION AND EXPERIENCE:

• A high school diploma or equivalent is required
• 2 years working in customer service and/or personnel management
• Experience in a call center environment (preferred)
• Solar experience (preferred)
• Intuitive knowledge of data collection and analysis.

• 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.
• Train incoming new hires on all processes and procedures.
• Assist with escalated customers where necessary.
• Performs other related duties as assigned.