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Summary
The Customer Care Team Lead is responsible for guiding the Customer Care team in resolving customer issues while delivering exceptional service to PosiGen customers. This role focuses on managing escalations, ensuring swift issue resolution, and continuously improving the overall customer experience. Operating with minimal supervision, the Team Lead will also assist management with special assignments, project management, and reporting as needed.
Essential Job Functions
- Handles escalated customer calls, resolving issues quickly to ensure customer satisfaction.
- Supports Customer Care Account Managers and follows through on issue resolution to ensure customer needs are met.
- Provides coaching and constructive feedback to the Customer Care team to enhance product knowledge and service consistency.
- Ensures service levels are met, including meeting introductory and closing call requirements.
- Monitors the team’s call statistics, providing feedback to optimize inbound call availability and issue resolution for each Customer Care Account Manager.
- Acts as a liaison between departments to provide team support and aid in issue resolution.
- Ensures compliance with all federal and state laws, contractual requirements, and company policies.
- Serves as the primary point of contact for call escalations, providing guidance and feedback for coaching opportunities post-call.
- Utilizes dialer statistics and Salesforce reporting to manage team efficiency, ensuring Customer Care Account Managers are effective and meeting key performance indicators.
- Leverages available data to optimize day-to-day operations, improving team efficiency.
- May assume the role of Customer Care Account Manager to handle inbound calls as needed for route coverage.
- Other duties as assigned by leadership.
Competencies
- Able to work autonomously, prioritize tasks effectively, and make informed decisions on complex matters.
- Adaptable to change, patient under pressure, and able to maintain composure in high-stress situations.
- Demonstrates empathy, assertiveness, and tact while de-escalating issues and ensuring customer satisfaction.
- Persistent, persuasive, and confident in guiding customers through product offerings and lease agreements.
- Advanced ability to assess situations, provide solutions, and communicate clearly via phone and email.
- Skilled in mentoring, training, and fostering professional growth within a team.
- Quickly learns and adapts to new products, lease agreements, and company systems.
- Capable of handling 30+ customer inquiries daily through inbound/outbound calls and emails.
- Thrives in a collaborative environment with a strong commitment to teamwork.
Qualifications & Requirements
- High School Degree or GED required; Bachelor’s degree preferred, or equivalent work experience.
- 2-3 years of progressively responsible experience in a call center or collection agency preferred.
- 1-2 years of supervisory experience required.
- Bilingual preferred.
- Prior Solar experience preferred.
- Strong knowledge of billing, collections, and customer service procedures.
- Salesforce experience is a plus.
- Proficiency with Google Workspace preferred.
- Excellent written and verbal communication skills.
- Proven track record of exceptional customer service experience and skills.
Physical Demands
The physical requirements outlined are essential for performing the core duties of this role.
- Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
- Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
- Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.
EEO Statement
PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources at hr@posigen.com.
