Customer Service Manager Job at Trinity Solar in Belmar

Customer Service Manager

The Customer Service Manager is responsible for the daily operations of the department. The department handles escalated customer cases, pre-installation, that are moved up from Project Concierge, Operations Management, RVPs, or Sales. Customer Service specializes in de-escalating highly sensitive situations and advocating for the Trinity Solar customer with the goal of preventing any customer case going to the Legal department. Customer Service also serves as a resource for PCs, Sales Success, Sales, and Operations Management to help resolve issues with management. The Customer Service Manager is responsible for the training and development of any new employees on the team. This position is located remotely, reporting to Trinity Solar HQ.

Roles & Responsibilities

• Monitor workload and assign cases to other team members
• Teach, document and guide the team on how to analyze escalated situations and what to suggest to resolve a customer's case
• Liaise with Trinity Legal department on highly escalated cases and provide necessary documentation
• Suggest approaches and guide the team on how to keep customers happy, calm and satisfied
• Create monthly reports, outlining successes and areas for improvement
• Determine negative trends and work with Management to proactively prevent
• Train and mentor new employees on office procedures, phone/email etiquette and professional demeanor

Qualifications & Experience

• 5+ years of direct or related experience
• Well organized, highly detail oriented
• Capable of producing repeatable and teachable methods for conducting daily work activities
• Approaches their work with a professional, no-nonsense approach supported by keen negotiation and collaboration skills
• Capable of handling stressful situations and resolving customer complaints in a professional manner.
• Ability to motivate and influence people that don't work directly for the department
• Excellent written and verbal communications skills

What We Offer

Not just a career... but a career path to success! Trinity Solar offers you a career in one of the fastest growing fields in the country. A career with Trinity Solar is a path to personal and professional growth with a company who truly values its employees. Our employees enjoy...

• competitive compensation,
• comprehensive benefits which include medical,
• dental,
• vision,
• life insurance,
• employee assistance program,
• paid training,
• a generous PTO program,
• a 401k plan supported by a company match,
• work-life balance
• long term stability in a fast-growing industry
• the satisfaction of knowing they are working for an organization leading the way in clean energy initiatives
• and much MORE!

About Trinity Solar

For 30 years, Trinity Solar and its Roofing Division has been a trusted name in renewable energy and roofing solutions. Established in 1994, we are committed to making quality, affordable roofing and solar installation accessible and seamless. As the largest privately held residential solar and roofing installer in the United States, we are proud of our 3,000+ team members and over 100,000 installations.

We are stronger together.

Trinity Solar is an Equal Opportunity Employer committed to diversity in the workplace. Consistent with that goal, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, gender identity, or any other category protected by applicable federal, state, or local laws. "Veteran Friendly"