Customer Service Manager

Description

• Facilitate service performance reviews with clients to ensure transparency and alignment.
• Obtain updates on ongoing service activities and communicate effectively with clients to manage expectations.
• Escalate strategic concerns, client challenges, or potential growth opportunities to the AM as needed.
• Troubleshoot and resolve service-related issues promptly, ensuring alignment with service level agreements (SLAs).
• Manage ShareFolder and CMMS (Computerized Maintenance Management System) access, ensuring proper documentation uploads and compliance with client requirements.
• Serve as a primary point of contact for daily operational inquiries and client requests.
• Ensure the delivery of Solar and Storage O&M services meets client expectations and SLAs.
• Provide regular, detailed reports on service metrics, including uptime, response times, and client satisfaction levels.
• Collaborate with cross-functional teams to ensure smooth service delivery and continuous improvement.
• Proactively monitor service activities to ensure timely and efficient execution of maintenance schedules and issue resolution.
• Prepare for and facilitate weekly or bi-weekly customer discussions to review ongoing activities, updates, and concerns.
• Identify areas for improvement in operational workflows and collaborate with internal teams to implement solutions.
• Conduct regular check-ins to monitor client satisfaction and address concerns.
• Partner with the Account Manager (AM) to ensure alignment on client strategies, objectives, and growth opportunities.
• Collaborate with internal teams, including field technicians and engineers, to address operational challenges and maintain service continuity.

Requirements

• Bachelor’s degree in business, engineering, renewable energy, or a related field (or equivalent experience).
• Strong organizational and problem-solving abilities.
• Ability to manage multiple priorities and maintain attention to detail in a fast-paced environment.
• Familiarity with Solar PV and Energy Storage systems, including their operations and maintenance.
• Collaboration: Ability to work effectively with internal teams and align on client needs.
• 3+ years of experience in customer service, operations, or a related role, preferably within the renewable energy or utilities sector.
• Exceptional interpersonal and communication skills.
• Experience with service management tools, CMMS platforms, and reporting systems.

Benefits

• 401(k) Match
• Phone Bill Reimbursement
• Comprehensive package including medical, dental, vision and health insurance
• Tuition Reimbursement
• Wellness stipend, family planning stipend, and generous parental leave
• 15 days of Paid Time Off, accrual up to 20 days, 11 observed holidays.

Training + Development

Interview process

Visa Sponsorship

Security clearance