Customer Service Manager Jobs

Director of Customer Service

We are seeking an experienced Customer Service professional who has a successful track record of running and assessing daily call center operations. The key responsibilities for this role will be to manage external and internal call center team members, evaluate current call center design and operations, manage and execute on improvements; up to and including setting up an internal call center to support solar and battery installation programs in the U.S. This role is an office based role in West Palm Beach, FL and reports to the Technical Services Director.

Responsibilities:

• Drive quality assurance program including comprehensive channel quality review with team members, leadership, etc. to enhance team performance and member satisfaction, with a focus to include first contact resolution.
• Manage and motivate a team of call center agents, providing coaching, training, and performance evaluations to maximize individual and team performance.
• Design, review and analyze call center metrics, customer feedback, and operational data to identify areas for improvement and implement strategies to enhance customer satisfaction and achieve KPIs.
• Educate and train the call center representatives on Electriq Power’s products, services and programs.
• Review and select platforms, tools, and develop processes that increase the installation program's effectiveness while supporting customers.
• Create, implement, review, and enforce call center policies and procedures, to include written Standard Operating Procedures (SOPs).
• Create and implement an effective customer support plan. Review the current call center model and create a new model and plan to support customers.

Requirements:

• Analytical mindset with the ability to analyze call center data, identify trends, and develop strategies for improvement.
• Experience in setting and monitoring KPIs, and implementing strategies to achieve targets.
• Strong process improvement, problem solving and time management skills.
• 3+ yrs Solar industry experience preferred.
• Demonstrated leadership and people management skills, with the ability to inspire and motivate a call center team.
• Proficiency in call center technologies, CRM systems, and reporting tools.
• Excellent interpersonal communication and listening skills.
• Passionate to deliver excellence for our customers.
• Flexibility to adapt to changing priorities and work in a fast-paced, dynamic environment.
• 1+ years of leadership experience in a multifaceted call center that handled sales and delivery of products and services; while ensuring exceptional virtual member experience.

Education:

• BA/BS degree or an equivalent combination of formal education, on-the-job training, and/or work and life experience
• MBA degree a plus

Our Competitive Benefits Package includes:

• Life insurance and disability coverage
• 10 paid holidays per year
• Generous 401(k) plan that includes employer match
• Voluntary additional Life Insurance coverage for employee, spouse and children
• Employee Assistance Plan
• Teladoc Program
• Medical, dental, and vision insurance coverage can begin on start date
• Paid Time Off
• Voluntary Pet Insurance coverage

OUR STORY

Electriq Power’s organic growth began in a San Leandro, CA garage in late 2014. After purchasing a totaled Nissan Leaf and stripping the battery and computers for parts, the Electriq team went to work attempting to build their first home battery prototype. After four months of building, testing, rebuilding, and retesting, Electriq’s first energy storage prototype was complete. Over the next few years, the team grew, investors emerged, and Electriq’s original prototype evolved into its first consumer-ready smart home battery, the IQ System. And even though the energy storage market was still in its infancy, consumers recognized the dire need for home energy storage.

OUR MISSION

We passionately believe in distributed energy storage solutions to shape our world’s environmental and economic future that are Prudent, Panoramic, and serve all demographics with Parity.

ELECTRIQ POWER TODAY

Fast forward to present day, we now occupy over 27,000 sq. ft. at our San Leandro, CA location, office and warehouse facility in Oxnard, CA and have our corporate office in downtown West Palm Beach, FL. Our home battery systems can be found in customers’ homes and small businesses all over the world. Electriq Power has even donated systems to hurricane-stricken areas like Puerto Rico and Haiti to help them become more resilient during dangerous weather conditions.

Electriq Power is an equal opportunity employer. We value our colleague’s unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal opportunity employer, Electriq Power is committed to equal opportunity and fair treatment for employees, beginning with the hiring process and continuing throughout the employee lifecycle.

If you are unable to complete this application due to a disability, please contact [email protected] to ask for an accommodation or an alternative application process.

WHY JOIN EP?

We offer a unique opportunity to join a scale up environment. We are a small, diverse team of creative thinkers. We value open communication, teamwork, and a make-it-happen attitude - no job is too big or too small. We strive to make change by imagining what the future could be and building a product to complete that vision. We are looking to broaden our team with talented people who can help grow our suite of products, continue our mission and replace the production of carbon-based emissions with sustainable solutions.