Description
The Customer Support Manager at SunVena plays a critical role in delivering an exceptional homeowner experience by leading the customer service team and overseeing all post-sale communication, issue resolution, and reputation management efforts. This role ensures that customer concerns are handled quickly, professionally, and with a solutions-driven mindset that reflects SunVena’s commitment to excellence. The ideal candidate is empathetic, analytical, and highly organized, with the ability to balance people leadership, process management, and customer satisfaction across multiple markets.
Key Responsibilities:
- Manage escalated homeowner calls and service concerns, ensuring timely and empathetic resolution.
- Develop and implement strategies to improve customer satisfaction and retention.
- Track, analyze, and report on escalation trends to identify root causes and recommend process improvements.
- Manage and oversee a third-party customer service team and remote agents, ensuring alignment with SunVena’s standards of excellence.
- Partner with cross-functional departments (Sales, Operations, Permitting, Service) to ensure issues are addressed efficiently and permanently resolved.
- Oversee all Google Review and Better Business Bureau (BBB) responses across all business verticals, maintaining SunVena’s strong public reputation.
- Draft, approve, and post professional responses that reflect the company’s values and customer-first philosophy.
- Manage communication templates, FAQs, and tone guidelines to ensure consistent and high-quality messaging.
- Maintain accurate records of customer interactions and service outcomes in CRM systems.
- Analyze customer service metrics (response time, resolution rate, satisfaction scores) and prepare weekly/monthly reports for leadership.
- Identify recurring pain points and collaborate with internal teams to implement solutions that reduce escalations and improve customer experiences.
- Assist leadership with special projects related to customer experience, training, and communication initiatives.
- Ensure all interactions uphold SunVena’s brand standards and customer service promise.
Requirements
- Excellent written and verbal communication skills.
- Proven experience managing a customer support or service team in a high-volume environment.
- Strong written and verbal communication skills with exceptional emotional intelligence.
- Proficiency in CRM systems, Google Workspace, and Microsoft Office Suite.
- Ability to analyze customer data and develop actionable insights.
- Excellent conflict resolution and problem-solving abilities.
- Background in renewable energy, solar, or home improvement industries.
Preferred skills:
- Basic knowledge of residential electrical and structural systems
- Valid Driver's License
- Bilingual English & Spanish preferred
SunVena is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
