Customer Service Manager (Solar)

Job Responsibilities

• Provide day-to-day leadership and support to customer service team members, including guidance on complex customer escalations and issue resolution.
• Serve as an escalation point for high-priority, sensitive, or complex customer concerns across multiple platforms.
• Conduct regular one-on-one meetings with direct reports to review performance, provide coaching, and support professional development.
• Analyze and pull performance data to evaluate team productivity, trends, and opportunities for improvement.
• Spend time on the phone as needed to support escalations, coaching, quality assurance, or coverage.
• Attend, lead, and facilitate internal meetings as well as meetings with external partners and stakeholders.
• Respond to and manage online reviews, ratings, and customer feedback across various public platforms.
• Review, address, and resolve customer complaints submitted through multiple channels, including regulatory and third-party platforms.
• Identify problems, evaluate different scenarios, and implement effective solutions in a timely and professional manner.
• Ensure adherence to company policies, SOPs, and customer service standards.
• Maintain clear, professional, and consistent communication with team members, leadership, and cross-functional partners.
• Demonstrate strong organizational skills to manage multiple priorities, deadlines, and escalations simultaneously.

Required Qualifications

• Education Requirements: Must be at least 18 years of age. High school diploma or equivalent required.
• Required Skills: 1-3 years of experience in customer service or client support required. 1-3 years of experience in a customer service leadership or managerial role required. Strong leadership skills set clear priorities and performance goals for the team and eliminates barriers to the team’s success. Min. 2 years of client-focused solutions experience within the solar industry (or related industry). Demonstrates proficiency in Microsoft Office Excel, Word, Microsoft Teams. Time management, positive attitude, and the willingness to learn. Proven ability to drive amazing customer experience and results through team development. Serve as the liaison and customer advocate with a focus on improving the customer experience. Passion for customer service and ownership of the customer experience. Proven ability to identify, prioritize, and resolve both customer and advocate issues quickly and effectively in a positive and practical manner. Strong and effective capacity planning skills to maximize the productivity of resources; people, technology, etc. Thrives on a team where expertise is shared, and feedback is welcomed. Cross-industry experience is welcome.

About the Role

As a Customer Service Manager, you are responsible for inspiring and coaching your team to provide a world-class experience for our residential solar customers. It is your job to lead the team and seek solutions and results that create a high performing work environment. By analyzing situations quickly and acting decisively, you can create success for the business and build relationships through unparalleled customer advocacy. You will be responsible for building and inspiring a high performing team of talented individuals who deliver exceptional experiences for OWE customers.