Customer Service Supervisor

Semper Solaris is the fastest growing leader in the Residential Solar Installation industry and we are looking for a motivated Customer Service Supervisor to join the team! Semper Solaris has 11 offices across California. Our commitment to excellence has earned us an industry-wide reputation for being one of the top Roofing, Solar, and HVAC companies in California.

Summary

This individual will handle high-level escalations and supervisory duties for the Customer Service team. This position will require the employee to work with the Customer Service Agents to support all customer inquiries with 5 star customer service. The employee will be expected to be able to communicate any information to customers using effective language and professional demeanor while ensuring their team is hitting daily and weekly goals.

Benefits

• Competitive salary
• Full benefits package includes: Medical, Dental, Vision, 401k, Voluntary Life & AD&D Insurance, HSA, and access to Semper's Employee Assistance Program
• Paid sick and vacation time
• Career path opportunities for top performers!

Responsibilities:

• Receive and respond to communications from customers inquiries. Listen empathetically; gather sufficient information from the customer to provide resolution
• Use Excel daily for reporting, understanding call logs etc.
• Develop and maintain a good working relationship with customer service agents to facilitate the resolution of customer inquiries
• Assist with any necessary escalations and provide coaching to customer service representatives
• Interact with departments/management to resolve complaints by gathering information from employees to respond appropriately to customer inquiries or complaints.
• Consistently able to propose solutions to problems/inquiries from customers by maintaining a thorough understanding of company policies, procedures, products, services and operations and accurately collecting relevant information through all sources
• Resolve customer escalations resulting from negative review publications while persuading the customer to reconsider their published opinion of the company
• Provide status updates to management on project updates and customer inquiries
• Exhaust all efforts to prevent further escalations to management
• Other duties as assigned

Qualifications:

• Proficient in Microsoft Office 365, specifically Outlook
• Prior experience in supervising a customer service team
• Minimum of 5 years customer service experience preferred – specifically over the phone
• Prior experience working for a residential construction company preferred
• Experience with Salesforce Plus preferred

Pay Rate: $70-$80k Depending on Experience

Skills

• Excellent written and verbal communication skills
• Exceptional problem-solving abilities and the capacity to make sound judgments indepently. 
• Basic Excel skills required
• High degree of organization (detail-oriented)
• Ability to multi-task
• Ability to be assertive while maintaining a professional demeanor
• Proven ability to professionally communicate with a team and deliver results
• High level interpersonal and conflict resolution skills
• Ability to take initiative to investigate issues independently with minimal direction, resourceful and capable of navigating complex situations
• Persuasive, persistent and personable
• Excellent time management skills, ensuring deadlines are met independently

This employer is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Salary : $70,000 - $80,000