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Status: Available
Posted On: 11/10/2020
Job Location: Houston, TX
Salary
Job Type: Full Time
Education:
• Bachelor’s degree

Experience:
• Proven experience in inbound and outbound call center management


Job Categories:

Position Summary:
The Director of Customer Support will oversee the day-to-day operations and customer interactions within our homeowner support team in addition to managing inbound and outbound customer engagement related to new commercial product offerings. You will also be responsible for delivering fast, efficient and superior service to our solar customers and providing customer engagement support services for commercial and inside sales activities.

Classification: Non-exempt

Essential Responsibilities:
• Oversee the day-to-day operations of Homeowner Support team and provide cross-functional support on other customer support activities
• Develop and manage a team of coordinators, ensuring quality responses and prompt resolutions to all homeowner inquiries and requests including inbound calls, off phone ticket management, and e- mail, chat and written customer engagement
• Establish and manage internal commercial and inside sales capabilities to support direct engagement of customers for new products and services
• Execute against customer engagement on agreement extensions, re-powers and other contractual related initiatives
• Ensure requirements for both customer support and commercial activities are effectively managed without adversely impacting performance of each other
• Work directly with leadership to help define overall customer support strategy and ensure such strategy is executed in a timely and efficient manner
• Implement coordinator scheduling strategies, call monitoring processes, scorecards, scripting, and training programs to ensure coordinators are delivering expected levels of service
• Monitor and report key business metrics to senior management including, but not limited to customer satisfaction, call waiting and handling metrics, contact rate for outbound communications, abandon rates, ticket creation and closure rate by queue, commercial product conversion rates, coordinator QA and QC scorecards, coordinator-level productivity, escalation frequency, etc.
• Continually review and update SOPs and best practices for areas of improvement, efficiency, and cost savings, along with ensuring the teams are adhering to such SOPs and company policies
• Ensure coordinator training is regularly refined to meet business and team needs, and ensure execution of training plan and frequency meet requirements
• Oversee and coordinate interaction with other internal units and external service providers to ensure all homeowner issues are promptly resolved in a professional manner
• Support integration of new portfolios into the HOST team including agreement review, training and proactive homeowner engagement
• Serve as owner of customer support technology solutions including call center management platform, telephony system, ticketing platform and homeowner portal
• Collaborate with senior management and legal team to resolve escalated customer issues

Skills & Knowledge:
• Clear, concise and effective communication skills
• Strong organizational skills with an ability to prioritize objectives
• Ability to multitask and thrive in a fast-paced, high-pressure environment
• Proficient in Microsoft Office software Word, Excel, Outlook and PowerPoint