Customer Service Manager

Job Description

We are looking for a dedicated Customer Service Manager to lead and enhance our customer support operations in Sanford, Florida. This person must come in with solar industry experience. In this role, you will oversee escalated customer concerns, manage a third-party service team, and ensure a seamless and satisfactory experience for our clients. This is a unique opportunity to make a significant impact by improving processes, fostering cross-functional collaboration, and maintaining our company’s strong reputation for exceptional service.

Responsibilities:

• Address and resolve escalated customer concerns with empathy and efficiency to maintain high satisfaction levels.

• Design and implement strategies aimed at improving customer retention and overall satisfaction.

• Monitor and analyze trends in escalations to identify root causes and recommend actionable solutions.

• Supervise a third-party customer service team and remote agents, ensuring they meet performance and quality standards.

• Collaborate with internal departments, including Sales, Operations, and Permitting, to resolve customer issues effectively.

• Manage and oversee public responses on platforms such as Google Reviews and Better Business Bureau to preserve the company's reputation.

• Create and maintain well-crafted responses, communication templates, and guidelines to ensure consistent messaging.

• Keep detailed records of customer interactions and outcomes within company systems.

• Evaluate customer service metrics and compile detailed reports for leadership on a regular basis.

• Work with internal teams to address recurring challenges, implementing long-lasting solutions to improve customer experiences.

• Proven experience in customer service management or a related leadership role.

• MUST have experience in the solar industry

• Expertise in analyzing customer service metrics and delivering actionable insights.

• Proficiency in creating detailed communication templates and maintaining consistent messaging.

• Demonstrated ability to manage external service providers and remote teams effectively.

• Excellent problem-solving skills, with a focus on identifying and addressing root causes of customer concerns.

• Familiarity with solar energy or related industries is a plus.

• Strong organizational and multitasking abilities, with a track record of meeting deadlines and achieving goals.

Full-time

Fully remote