FT/Perm Position: Senior Manager-Support Services-Downtown Denver, CO.
The Job: We are looking for a passionate, metrics driven, and hands-on leader to manage a team of supervisors and individual contributors of our newly created Installation Services Support Team. The Installation Support Services Team is responsible for shepherding customers from the time they sign a company agreement to the time they reach installation. This is the critical role to ensure that our customers have an amazing experience and your customer obsession is of paramount importance.
Duties/Responsibilities: Provide an outstanding customer experience; Achieve cycle time objectives; Team creation, performance management and development; Team supervision - both direct customer representatives and supervisors. Listen to calls, review emails and provide direct and immediate feedback to staff members and supervisors; Define supplemental metrics, provide reporting and manage to results; Identify opportunities and improve processes; Evolve program and processes to adapt to changing solar landscape. Create new policies and procedures as needed; Specify and assist with software / technology implementation; Processes under management may include: site audit scheduling and changes, verification, documentation collection and management, introductory calls, creating change orders, upselling, obtaining customer approval, scheduling installations, completing final calls, PTO follow-up; Support inquiries from customers, coordinators, project planners, branch managers, and sales reps. Manage escalation protocol and escalations from internal and external customers. Resolve issues and provide customer appeasements as needed; Manage a facility and team that operates hours which may span from 5AM-midnight PST 7 days per week.
Requirements: Proven history managing and leading teams in a call-center based environment; Must have a hands-on, work-in-the-trenches approach; Customer facing work experience in either sales or customer service; Process engineering and improvement; Metrics-based performance management; demonstrable record of meeting and exceeding SLA/Cycle Time goals and customer feedback objectives; Call center based technology experience: phone systems, productivity tools; BA/BS, MBA preferred; Home improvement or solar experience a plus; 5+ years team management; Process improvement methodology experience – Six Sigma, TQM, etc.
Should you be interested in the above-listed position(s), please email a clean copy of your resume (Word format preferred) to jackie@sorcesolutions.com along with 3-5 available times for a telephone prescreening (30 minutes maximum). In order to ensure a response within 48 hours, please be sure to include the position title in the subject line of your response message.
Should you not be interested the above listed position but know of someone who may be - please feel free to forward this message.
If you are looking for a new position and have not sent us an updated resume within the last 6 months - please do so. Having the most up to date information will allow us the opportunity to match you to new/approved positions as soon as they open!
Thank you.
Jacqueline M. Sorce
Owner/President - Sorce Solutions, Inc.
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Posted by: "Jacqueline M. Sorce" <jackie@sorcesolutions.com>
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