Customer Experience Manager

What This Role Is About

At Smart Wave Solar, our Project Coordinator Managers are both leaders and doers. You’re a player-coach—leading a small team of Project Coordinators while personally managing a portfolio of customers through the solar installation process.

You’ll ensure your team communicates with clarity, consistency, and care. When escalated issues arise, you’re the one stepping in with calm leadership and a commitment to restoring trust. Ultimately, your role is about supporting your team, delighting customers, and helping refine the processes that make both possible.

Key Responsibilities As a Project Coordinator:

- Welcome new customers with a friendly intro call and schedule their site survey.

- Keep customers in the loop with weekly progress updates.

- Work with internal departments (Permitting, Net Metering, Scheduling, Inspections) to keep projects on track.

- Ensure solar monitoring is set up and agreements are fully executed.

- Provide proactive communication and handle any customer service issues with empathy and speed.

As a Manager:

- Coach your team on excellent communication—tone, speed, and quality.

- Track team performance and step in to support individual and collective success.

- Review customer interactions and provide feedback that helps your team grow.

- Manage escalations: take the lead in tough conversations, specifically via phone call, to rebuild customer trust.

- Collaborate with leadership to resolve bottlenecks and improve workflows.

- Celebrate wins and be a daily support system for your team.

- Proactively reach out to customers mid-project to gather feedback.

Minimum Qualifications & Competencies

- High school diploma or equivalent required.

- Previous experience managing a team (people leadership).

- 1+ years in customer service roles (solar or project-based work a plus).

- Excellent verbal and written communication skills.

- Strong organizational skills with the ability to multitask and prioritize.

- Self-motivated and solution-oriented.

- Detail-driven and dependable in tracking progress and follow-ups.

- Resilient and steady under pressure.

- Tech-savvy and comfortable using project management tools (ie; Netsuite) and communication platforms (ie; Ring Central).

Job Type: Full-time

Pay: $60,000.00 per year

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Employee discount

- Health insurance

- Health savings account

- Life insurance

- Paid time off

- Referral program

- Vision insurance

People with a criminal record are encouraged to apply

Work Location: Hybrid remote in Bluffdale, UT 84065