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.
Pre Install Department Supervisor contributes to Ion Solar by supporting the daily needs of the team and helping with the demands of scheduling and auditing. The supervisor is responsible for conducting weekly performance quality assessments and providing feedback to team members. Maintains an advanced understanding of the metrics and reporting utilized within the department. Partners with area operations managers to update daily/weekly schedule needs. Available to assist the team with questions and escalations.
Duties/Responsibilities:
- Assists the Department Manager of the assigned team and ensures they comply with company guidelines particularly related to the 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.
- Advanced understanding of audit process and dashboard reports
- Supports office and field team with Enphase portal issues
- Partners with manager to develop daily focus and action plan
- Performs other related duties as assigned.
Required Skills/Abilities:
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor.
- Proficient in Microsoft Office Suite or related software.
Education and Experience:
- A high school diploma or equivalent is required
- At least three years of customer service experience required.
- Previous experience in a supervisory role preferred.
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.
