Special Services Manager

Description

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.

The Special Services Manager contributes to Ion Solar by daily operation of the Special Services Team, assisting Ion Solar customers, sales representatives, and team members with special services related to the solar process such as third-party contracted work, electrical service upgrades, and financing change orders. The manager coordinates directly with other teams, managers, and directors to ensure the department meets company standards and expectations while helping the team to embody IONs mission and vision.

Duties/Responsibilities:

• Monitor company-wide progress of all projects requiring ancillary work
• Ensure the team is properly staffed according to the department's needs and projections
• Oversee the training and development of new team members
• Set expectations for individual agent productivity, efficiency, and quality of work
• Perform regular performance reviews with team members
• Review, evaluate, and improve processes and procedures to ensure department and company needs are being met
• Negotiate pricing on a larger scale with third-party contractors and subcontractors
• Act as a liaison between third parties (Utility Providers, Authority Holding Jurisdictions, Contractors, etc.) and Ion Solars Field and Operations Management
• Handle customer escalations that are unable to be handled by a supervisor
• Performs other related duties as assigned.

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 companys 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:

• Bachelor's Degree is recommended
• A strong understanding of the solar process
• Experience working with subcontractors
• General understanding of electrical wiring, upgrades, and utility processes
• 4 years of experience working in customer service and/or personnel management
• Experience in a call center environment (preferred)
• Experience with Salesforce Reporting (or a similar CRM)
• Experience with TalkDesk Reporting (or another phone system)
• Intuitive knowledge of data collection and analysis.

Working Conditions:

Fast-paced, open floor office environment with significant computer and phone usage. Utilization of complex systems. Speed and accuracy are essential to the successful completion of tasks.

Prolonged periods sitting at a desk and working on a computer. Regular requirement to talk, or hear; frequent requirement to stand, walk, reach, bend or lift up to 20 pounds. The noise level in the work environment is typical of that of an office. May encounter interruptions throughout the work day.

Compensation/Benefits:

• Competitive wages
• Health/Vision/Dental Insurance
• 401(k)
• Paid time off and paid holidays
• Paid birthday off

ION Solar is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, familial status, gender identity, national origin, veteran or disability status, or any other protected class.

Qualifications

Salary : $60,000 - $80,000