Manager, Customer Experience & Sales Operations
The residential team at US Solar is making clean, renewable energy more accessible and saving individuals money through community solar in states across the nation. Our team works hard to deliver Sunscriptions, a best-in-class solution for homeowners and renters to go solar with nothing on their roof and no up-front cost. We're expanding to new areas and looking to grow our residential leadership team to help acquire new customers and create long-term value with the program. Don't worry – knowledge of community solar is not needed, but the skills to create best-in-class customer experiences are a must. The Customer Experience and Sales Operations Manager will lead the sales and support team's day-to-day operations as they acquire new customers and support current customers' needs. A successful candidate should enjoy both building processes that streamline our services and motivating a team of experienced sales and support professionals as they educate and communicate with our customers. The candidate will work closely with the Director of Residential Programs and other Origination team members to achieve direct-to-consumer sales goals, maximize efficiency, and provide personalized experiences to residential customers participating in community solar. We're a fast-paced team that strives to deliver for our customers every day.
Key Responsibilities
- Manage the customer sales and support team members to effectively reach goals and streamline customer acquisition.
- Lead system and process analysis and improvement strategies for customer management increasing retention.
- Clearly communicate with existing subscribers during customer service inquiries and sales calls, addressing everyday customer needs and escalations from other team members.
- Work collaboratively with the Residential Program Director and VP of Origination on strategy and development of new sales campaigns, process and training improvements, and overall program growth initiatives across multiple markets.
Core Proficiencies
- Experience managing a motived team of awesome and dedicated team members
- Experience listening and driving change through process improvements, documentation building, and project management
- Experience managing the day-to-day operations of a sales and support organization who are motivated to achieve goals and solve problems for customers
- Enthusiasm and willingness to learn about the renewable energy industry
- Work collaboratively to understand customer needs and build experiences to help increase adoption while also decreasing support questions
Requirements
- Bachelor's degree
- Excellent written and verbal communication and comfort on the phone
- Understanding of sales pipeline management and goal setting
- Ability to problem solve unique customer inquiries
- Desire to tackle unique and novel program requirements to further growth and amend current processes to accommodate
- Ability to learn quickly and retain new information
- Attention to detail
- Ability to stay organized with varied responsibilities
- Ability to stay organized with varied responsibilities
- Familiarity with Microsoft Office products and email communication
About US Solar
US Solar is a developer, owner, operator, and financier of solar and solar + storage projects, with a focus on emerging state markets, community solar programs, distributed generation and small-scale utility projects nationwide. US Solar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We believe diverse teams and diverse perspectives lead to better outcomes and breakthrough thinking, which are differentiators in any business and fundamental to our long-term success.
