Special Services Quality Manager

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.

Special Services Supervisor contributes to Ion Solar by 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 Team Lead is the first line of leadership and the closest leadership position to the team. They provide an essential impact on the team and its overall success.

Duties/Responsibilities:

• Subject matter expert for topics related to the Special Services Team
• Leading by example through working on a select number of projects alongside entry level agents
• Responsible for team task management and daily productivity
• Review and assign projects to agents under the direction of the manager
• Quality assurance and quality reviews for individual agents
• Work with the manager to determine areas of weakness of individual agents and the team to provide targeted training to improve team and agent performance
• Handle customer escalations that are unable to be handled by an entry level agent
• Support the decisions of management and assist in carrying out the processes to the team
• Maintain or assist in improving a positive team culture
• Assist with escalated customers where necessary.
• 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.

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