Customer Operations Supervisor
Description
**MUST BE BILINGUAL IN ENGLISH/SPANISH**
POSITION SUMMARY:
We are seeking a versatile and proactive professional to join our dynamic team as a Customer Operations Supervisor. This unique role encompasses customer support, scheduling coordination, and team leadership, all focused on delivering a seamless solar journey and a best-in-class customer experience. The ideal candidate combines operational efficiency with servant leadership, fostering growth and continuous improvement across the department.
- Resolve customer escalations by collaborating with relevant departments.
- Own customer issues, ensuring resolution and alignment with company goals.
- Monitor and drive KPI metrics across communication channels, adapting workflows as needed.
- Provide actionable feedback to management and improve processes based on customer insights.
- Lead, coach, and develop team members to achieve service excellence and personal growth.
- Conduct regular performance reviews, identifying training opportunities for skill enhancement.
- Inspire and cultivate a team culture focused on accountability, urgency, and a customer-first mindset.
- Communicate business performance updates and potential risks to senior leaders.
- Oversee administrative tasks like headcount models, interviews, and performance discussions.
- Facilitate cross-functional alignment to support company and departmental objectives.
- Stay updated on policies, processes, and tools to enable seamless team operations.
- Utilize bilingual English/Spanish skills to expand communication capabilities.
QUALIFICATION REQUIREMENTS:
- High school diploma required; associate or bachelor’s degree preferred
- Office or clerical experience preferred.
- Previous solar experience preferred.
- Advanced computer skills.
- Previous work in leading a team and/or projects preferred.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Hands-on experience with office equipment (e.g., printers, copiers).
Knowledge, Skills & Abilities:
- Self-motivated
- Ability to thrive in a team environment
- Ability to manage workflow
- Ability to multitask
- Excellent customer service skills
- Excellent written and verbal communication skills required
- Regular, reliable, and predictable attendance required
- Ability to communicate with different departments efficiently with no less than a 24-hour turnaround time
- Time management skills to prioritize tasks and handle multiple responsibilities
- Ability to motivate and manage a team effectively
- Strong decision-making and problem-solving skills
- Conflict resolution and negotiation skills
- Active listening to address concerns and feedback from team members and customers
- Interpersonal skills to build positive relationships with customers and team members
- Ability to analyze data and create actionable insights from departmental metrics
- Ability to handle escalated customer issues with tact and professionalism
- Flexibility to handle changes in processes or technology
- Capability to thrive in fast-paced, dynamic environments
- Ability to maintain discretion and confidentiality
PHYSICAL DEMANDS AND ABILITIES
- Regularly spend long hours sitting and using office equipment and computers
- Regularly move from sitting to standing positions effortlessly
- Regularly spend long hours in intense concentration reviewing and entering data into a computer
- Regularly use hands and fingers to handle, control or feel objects
- Regularly see details of objects that are less than a few feet away
- Regularly speak clearly so listeners can understand
- Regularly understand the speech of another person
- Frequently work on projects that require deadlines
- Occasionally lift 5-10 pounds