Operations Manager

Are you a customer service champion with an eye for operational excellence Do you thrive in building high-performing teams and ensuring customer satisfaction Then we want you!

We're looking for a dynamic Operations Manager to lead our customer service team and ensure exceptional customer experiences. In this role, you'll be responsible for overseeing all aspects of our customer service function, driving efficiency, and fostering a team culture dedicated to exceeding customer expectations.

• Responsibilities:

Lead and motivate a team of customer service representatives, providing coaching and development opportunities.

• Develop and implement customer service policies, procedures, and best practices.

Analyze customer service data to identify trends, areas for improvement, and implement corrective actions.

• Monitor key performance indicators (KPIs) such as customer satisfaction scores, resolution times, and call volume.

Develop and manage customer service training programs to ensure all representatives have the knowledge and skills to excel.

• Oversee the implementation and utilization of customer service tools and technologies (e.g., CRM systems, live chat).

Manage customer escalations and ensure timely and effective resolution.

• Collaborate with other departments to ensure a seamless customer experience.

Develop and maintain positive relationships with key customers.

• Stay up-to-date on industry best practices and customer service trends.

• Qualifications:

Minimum 5-7 years of experience in customer service leadership roles, preferably in the solar energy industry.

• Proven track record of building and managing high-performing customer service teams.

Strong understanding of customer service principles and best practices.

• Excellent communication, interpersonal, and problem-solving skills.

Data-driven approach with the ability to analyze and interpret customer service metrics.

• Experience with customer service software and technologies is a plus.

Passion for customer satisfaction and building positive relationships.

• We Offer:

Competitive salary and benefits package.

• Opportunity to lead a dynamic and talented team.

Make a significant impact on customer experience and satisfaction.

• Work in a fast-paced and rewarding environment.

Be part of a company that prioritizes customer service excellence.

Job Types: Full-time, Permanent

Benefits:

• On-site parking

Paid training

• Transportation service provided

Schedule:

• 8 hour shift

Day shift

• Fixed shift

Monday to Friday

Supplemental pay types:

* 13th month salary