Customer Operations Supervisor
Barceloneta, PR
Full-timeAbout This Job
Description
MUST BE BILINGUAL IN ENGLISH/SPANISH
POSITION SUMMARY:
We are seeking a versatile and proactive professional to join our dynamic team as a Customer Operations Supervisor. This unique role encompasses customer support, scheduling coordination, and team leadership, all focused on delivering a seamless solar journey and a best-in-class customer experience. The ideal candidate combines operational efficiency with servant leadership, fostering growth and continuous improvement across the department.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:* Resolve customer escalations by collaborating with relevant departments.
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Own customer issues, ensuring resolution and alignment with company goals.
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Monitor and drive KPI metrics across communication channels, adapting workflows as needed.
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Provide actionable feedback to management and improve processes based on customer insights.
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Lead, coach, and develop team members to achieve service excellence and personal growth.
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Conduct regular performance reviews, identifying training opportunities for skill enhancement.
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Inspire and cultivate a team culture focused on accountability, urgency, and a customer-first mindset.
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Communicate business performance updates and potential risks to senior leaders.
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Oversee administrative tasks like headcount models, interviews, and performance discussions.
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Facilitate cross-functional alignment to support company and departmental objectives.
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Stay updated on policies, processes, and tools to enable seamless team operations.
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Utilize bilingual English/Spanish skills to expand communication capabilities.
QUALIFICATION REQUIREMENTS:
Education & Certifications:* High school diploma required; associate or bachelor’s degree preferred
Experience:* Office or clerical experience preferred.
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Previous solar experience preferred.
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Advanced computer skills.
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Previous work in leading a team and/or projects preferred.
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Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
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Hands-on experience with office equipment (e.g., printers, copiers).
Knowledge, Skills & Abilities:* Self-motivated
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Ability to thrive in a team environment
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Ability to manage workflow
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Ability to multitask
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Excellent customer service skills
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Excellent written and verbal communication skills required
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Regular, reliable, and predictable attendance required
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Ability to communicate with different departments efficiently with no less than a 24-hour turnaround time
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Time management skills to prioritize tasks and handle multiple responsibilities
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Ability to motivate and manage a team effectively
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Strong decision-making and problem-solving skills
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Conflict resolution and negotiation skills
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Active listening to address concerns and feedback from team members and customers
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Interpersonal skills to build positive relationships with customers and team members
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Ability to analyze data and create actionable insights from departmental metrics
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Ability to handle escalated customer issues with tact and professionalism
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Flexibility to handle changes in processes or technology
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Capability to thrive in fast-paced, dynamic environments
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Ability to maintain discretion and confidentiality
PHYSICAL DEMANDS AND ABILITIES* Regularly spend long hours sitting and using office equipment and computers
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Regularly move from sitting to standing positions effortlessly
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Regularly spend long hours in intense concentration reviewing and entering data into a computer
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Regularly use hands and fingers to handle, control or feel objects
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Regularly see details of objects that are less than a few feet away
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Regularly speak clearly so listeners can understand
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Regularly understand the speech of another person
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Frequently work on projects that require deadlines
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Occasionally lift 5-10 pounds
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