Inty Power LLC

Customer Service Manager

Tempe, AZ

Full-time

$60,000-$70,000

About This Job

Overview

Join us as we strive to provide outstanding service and create memorable solar experiences! The Customer Service Manager oversees the Customer Advocate team, ensuring a smooth and positive experience from the Point of Sale through to Permission to Operate (PTO). This role focuses on training, performance management, and process improvement, while ensuring full compliance with company procedures. The manager is also responsible for pipeline oversight, CRM accuracy and quality assurance across all communication channels.

Responsibilities

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Lead, Monitor and Support a team of assigned customer service advocates, ensuring consistency with compliance and the company guidelines particularly related to quality of service.

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Oversee the solar project pipeline from Point of Sale to PTO, ensuring jobs are properly tracked and updated in the CRM.

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Monitors and reviews calls to ensure procedures are followed with advocates corresponding to customers.

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Closely monitors incoming reviews and cross checks reviews within job scope.

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Monitor team communications with customers, including calls, emails, and texts, ensuring professionalism and compliance with internal procedures.

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Audit jobs for status accuracy and proactively identify issues that may cause delays, escalations, or legal risk.

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Ensure team members follow approved templates and escalation protocols when corresponding with customers.

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Assist with developing and implementing training programs, SOPs, and knowledge resources for the Customer Advocate team.

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Work with customers to resolve discrepancies that may arise with escalations or reviews.

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Identifies opportunities to update or improve customer service procedures and makes recommendations to direct report.

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Collaborate cross-functionally with Sales, Operations, and Legal to resolve escalated or sensitive customer concerns.

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Support the preparation of documentation for legal matters in coordination with leadership and external counsel.

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Trains new customer happiness department staff in the company’s customer service policies, procedures and best practices.

Skills

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Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

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Excellent management and supervisory skills.

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Ability to coach and mentor customer advocates.

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Organized with attention to detail.

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Ability to communicate effectively

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Extensive knowledge of customer service procedures and principles.

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Excellent verbal and written communication skills.

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Proficient in Microsoft Office Suite or related software.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

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401(k)

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401(k) matching

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Dental insurance

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Health insurance

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Paid time off

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Vision insurance

Shift:

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8 hour shift

Experience:

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Customer relationship management: 2 years (Required)

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Team management: 2 years (Required)

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Solar energy: 2 years (Required)

Ability to Commute:

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Tempe, AZ 85284 (Required)

Ability to Relocate:

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Tempe, AZ 85284: Relocate before starting work (Required)