Lead, Service Support Team at Elevation Solar LLC

Chandler, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Dec, 25

Salary

27.0

Posted On

02 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Service, Solar Energy, De-escalation, Microsoft Office Suite, Excel, Salesforce, Communication, Problem-solving, Organizational Skills, Attention to Detail, Teamwork, Critical Thinking, Data Analysis, Coaching, Training

Industry

Renewable Energy Semiconductor Manufacturing

Description

Description Job Title: Lead, Service Support Team Job Type: Full-time Pay: $25-27/hr Benefits: Health, Dental, Vison, 401k Location: Chandler, AZ About Elevation: https://www.poweredbyelevation.com/ At Elevation, our mission is simple: to change how people use energy in their homes. With a revolutionary spirit, our team helps residents make smarter, cleaner choices about the energy in the homes through solar, energy efficiency, and energy monitoring technology. With this whole-home solution, we are bringing more power to you. Job Summary: As Service Support Team Lead, you will assist the Service Support team in obtaining goals and driving company KPI’s. Help create a culture of accountability by using performance management and development processes. Drive case resolution turn time down. Aid the leadership team in scheduling, quoting and case resolution within the Service Support department. Ensure the Service Support department is customer-facing, providing superior service and a better experience for the customer. Create reporting and acquired data to successfully invoice all service and warranty work. Host training, coaching and provide quotes. Build trust and rapport with field technicians and managers to ensure results. Manage the process to a level that decreases case turn times and service visits. Requirements Essential Duties & Responsibilities: Assist with Training Service Support I and II agents. Host coaching meetings, and weekly one on ones. Build reports and deliver team metrics in daily team huddles. Proactive monitoring for large accounts. Put together reports based off of Salesforce data into Excel worksheets. Monitor internal team chat and answer questions when needed. Advanced analysis of customers’ contracts, production and management of high-level cases. Take live escalation calls. Work with equipment manufactures to find resolutions with resolving customer related, reimbursement and RMA related issues. Perform other duties as assigned. Qualifications: High School Diploma. 2 years in a leadership role. 3 years of customer service experience. 1 year of solar related experience. 1 year of de-escalation experience. Proficient in Microsoft office Suite and Excel. Salesforce experience is a plus. Strong attention to detail. Ability to work on multiple screens and utilize various programs simultaneously. Proficient in mathematics and logic. Excellent verbal and written communication skills. Must be dependable and demonstrate a positive demeanor. Effective working in teams. Critical thinking, problem-solving skills and a high level of organizational skills. Must be authorized to work in the United States. Working Conditions & Physical Requirements: This position is performed in a standard office environment. This person will operate more than 90% of the time in a stationary position. When not stationary, this person may need to move about the office environment to access filing cabinets, office machinery etc. This person must be able to operate a computer, common software packages, and other office machinery such as a calculator and a printer. Occasional attendance at industry events, trade shows, and community outreach programs to promote solar products and services. Equal Opportunity Employer Elevation Solar is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. This job description has been reviewed to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities or a contract of employment. Management reserves the right to modify, add, or remove duties as necessary. Elevation Solar, LLC is an equal opportunity employer committed to providing a work environment free from discrimination and harassment.

Responsibilities

As the Service Support Team Lead, you will assist the team in achieving goals and driving company KPIs while ensuring superior customer service. You will also manage case resolution processes and build trust with field technicians and managers.