Job Title: Lead, Service Support

Job Type: Full-Time

Pay: $22-$28/hr

Benefits: Health, Dental, Vision, 401k

Location: CA

About Elevation: https://www.elevationsolar.com/about/

At Elevation our mission is simple: to change how people use energy in their homes. With a revolutionary spirit, our team helps residents make smarter, cleaner choices about the energy in the homes through solar, energy efficiency, and energy monitoring technology. With this whole-home solution, we’re bringing more power to you.

Job Summary: As a Service Support Lead, you will assist the Service Support team in obtaining goals and driving company KPI’s. Help create a culture of accountability by using performance management and development processes. Drive case resolution turn time down. Aid the leadership team in scheduling, quoting and case resolution within the Service Support department. You will ensure the Service Support department is customer-facing, providing superior service and better experience for the customer. Create reporting and acquired data to successfully invoice all service and warranty work. Host trainings, coaching’s and provide quotes. Build trust and rapport with field technicians and managers to ensure results. Manage the process to a level that decreases case turn times and service visits.

Responsibilities

• Assist with Training Service Support I and II agents.
• Host coaching’s, meetings and weekly one on ones.
• Build reports and deliver team metrics in daily team huddles.
• Quote customers on various products such as but not limited to panel add on’s, cell kits, consumption monitoring, EV outlets, panel remove and reinstalls, pigeon guard and panel relocating.
• Put together reports based off of SalesForce data into Excel worksheets.
• Monitor internal team chat and answer questions when needed.
• Work Dispatch and Support overflow cases.
• Take live escalation calls.
• Work with equipment manufactures to find resolutions with resolving customer related, reimbursement and return merchandise authorization (RMA) related issues.
• Perform other related duties as assigned.

Qualifications

• High School Diploma. Bachelor’s Degree or equivalent work experience preferred.
• Two (2) years in a leadership role.
• Three (3) years of customer experience.
• One (1) year of solar related experience.
• One (1) year of de-escalation experience.
• Proficient in Microsoft office Suite; specifically, Excel. Salesforce experience is a plus.
• Strong attention to detail.
• Must have the ability to work on multiple screens and utilize various programs at any given moment.
• Proficient in mathematics and logic.
• Ability to deescalate customers.
• Excellent verbal and written communication skills.
• Must be dependable and demonstrate a positive demeanor.
• Must be effective at working in teams.
• Critical thinking, problem-solving skills and a high level of organizational skills.
• Must be authorized to work in the United States.

Working Conditions & Physical Requirements:?

• Monday through Friday with some weekend work as needed.??
• Additional hours are based on the manager's requirements.?
• This person must be able to effectively and frequently communicate with internal and external customers in-person as well as virtually.
• This position operates in all types of indoor and outdoor work environments, therefore exposure to heat and cold is to be expected.
• While performing the duties of this job, employee is regularly required to stand, bend, climb, lift and walk.
• Required to handle materials and wear various forms of protective equipment (safety shoes, gloves, protective eyewear, etc.).
• Required to lift 50-75 lbs. routinely; may be required to occasionally lift up to 100 lbs. individually.

Elevation Solar, LLC provided the following inclusive hiring information: We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.