ION Solar is a rapidly expanding, full-service residential solar company with a strong nationwide presence. Our dedicated team is committed to making solar energy accessible and affordable for homeowners across the country.

The Utility Department Manager contributes to ION Solar by providing direct supervision and feedback to the Utility Technicians and the Utility Department Supervisor, creating training materials and standard operating procedures, and working with Directors and other Department Managers in streamlining processes and resolving large-scale problems.

Duties/Responsibilities:

• Hire, and train new staff
• Create training documents and training materials for the team to utilize.
• Monitors inbound queues for calls, texts, and emails.
• Interacts with escalated customers and collaborates with other ION Solar members to build lasting relationships based on trust and reliability.
• Maintains queues and service levels to ensure that all inbound lines are working correctly.
• Evaluate staff effectiveness and performance with a focus on individual development on a weekly OR an at-need basis.
• Runs daily huddles and weekly team meetings.
• Understands and strives to meet or exceed set forth metrics while providing a consistent and positive customer experience.
• Prepare work schedules to ensure sufficient coverage.
• 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 of 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.
• Experience with call reporting

Education and Experience:

• A high school diploma or equivalent is required
• Several 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.

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.

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