Customer Care Team Leader

PosiGen

New Orleans, LA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/12/2021
  • Website: posigen.com
  • Company Address: 2424 Edenborn Ave Ste 550, Metairie, LA, 70001

About PosiGen

PosiGen is more than an energy enterprise.

Job Description

About the Organization

PosiGen was founded in 2011 in New Orleans, LA, with the mission of making a positive financial impact on the lives of homeowners. PosiGen pairs energy efficiency retrofits and solar power systems to reduce household energy consumption. We are dedicated to increasing energy independence and ensuring the financial security of the communities we serve. Since our humble beginnings, PosiGen has expanded its solar energy and energy efficiency mission across Louisiana, New York, Connecticut and Florida.

PosiGen's Vision is to be the world's most amazing energy enterprise dedicated to delivering freedom, power and pure positive energy to all.

We are expanding quickly, and constantly challenging ourselves to think outside the box to promote solar energy and customer savings. Join PosiGen, and help us make a difference.

EOE 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, gender identity, 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.

Category
Account Management 

Description

The Customer Care Team Lead is responsible to support the Customer Care team to resolve customer issues while providing excellent customer service for PosiGen customers. The role will be focused on handling escalations, issue resolution, and improving customer experience. The team lead would work under minimal supervision and often called upon to assist management with special assignments and/or project management and reporting.

Essential Job Functions

  • Handle escalated customer calls and quick issue resolution. Address any issues expediently to ensure customer satisfaction.
  • Support Customer Care Account Managers and follow through with issue resolution for customers.
  • Provide coaching and feedback to Customer Care team to increase product knowledge and increase consistency in servicing.
  • Responsible for ensuring Service Levels are met.
  • Ensure that intro and closing call requirements are met.
  • Oversee team's call statistics and provide feedback to optimize inbound call availability and issue resolution for each Customer Care Account Manager.
  • Provide team support by acting as a liaison between departments to aid in issue resolution.
  • Knowledgeable and ensures compliance with all federal and state laws, contractual requirements, and policies.
  • Ability to handle and make decisions on complex matters.
  • Must be flexible and patience and able to show compassion to better calm customer and must be able to handle stressful situations
  • Point of contact for call escalations and provide proper guidance and feedback after the call as a coaching opportunity.
  • Use dialer statistics and Salesforce reporting to manage team, ensure Customer Care Account Managers are being efficient and effective with their time, and drive key performance indicators.
  • Use available data to help drive some of the day-to-day tactical operations of the team to increase efficiency.
  • Provide coverage by taking inbounds and assuming route when Customer Care Account Managers are on PTO, sick, etc.
  • May be required to assume roll of Customer Care Account Manager if route coverage is needed.
  • Additional duties required as needed.

Position Requirements

Competencies

  • Able to work independently and prioritize workload
  • Ability to quickly become proficient with all products and lease agreements.
  • Persuasive, persistent and self-motivated
  • Advanced communications and analytical skills
  • Advanced coaching and development
  • Advanced de-escalation / customer service skills
  • Able to show empathy, assertiveness, tact, and resilience
  • Have the ability to relate to people from a variety of different backgrounds.
  • Ability to deal with 30+ inquires per day via inbound/outbound phone calls and email
  • Ability to accurately type 45 words/minute
  • Ability to adapt in a fast paced, changing environment
  • Ability to communicate effectively over the phone and email
  • Team player attitude A MUST!

Education/Experience

  • College degree or equivalent work experience
  • 2-3 years of progressive experience in a call center or collection agency preferred.
  • Minimum of one-year supervisor experience
  • Knowledge of Billing, Collections and Customer Service procedures
  • Salesforce experience is a plus
  • Knowledge of Microsoft Outlook is required
  • Proficient in Microsoft Office applications (Word and Excel)
  • Excellent written and verbal communication skills required
  • Excellent customer service experience and skills are required

Physical Demands

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
  • The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.