Inside Sales & Customer Care Manager

Location: Brooklyn, NY

Reports to: VP of Sales 

Status: Full-time, salaried 

Brooklyn SolarWorks has an opportunity for a dynamic Inside Sales & Customer Care Manager to lead our front-line customer engagement team. You'll manage a tight-knit crew, handling everything from first contact to ongoing customer care. You and your team will provide the unparalleled customer service that sets Brooklyn SolarWorks apart from the competition. 

As Inside Sales & Customer Care Manager, you'll coach a team of three Inside Sales Associates and one Customer Care Coordinator, driving appointment conversions while ensuring every customer interaction reflects our commitment to excellence. You'll own the tech stack (Phone Burner, Ring Central, BSW’s Customer Case System), optimize workflows, and use data to continuously level up performance. 

This is an opportunity to grow with NYC’s most respected and dynamic solar installation company. Help us take solar in the city to the next level! 

Responsibilities:

• Lead the team: Manage, coach, and develop 4 direct reports through regular one-on-ones, performance reviews, and ongoing feedback.
• Drive appointments: Oversee lead qualification, scheduling processes, and conversion optimization to hit monthly targets.
• Own customer care: Define ideal service workflows, monitor satisfaction metrics, and ensure timely resolution of requests and escalations.
• Master the systems: Administer Phone Burner, Ring Central, and BSW’s Case System; generate reports and implement best practices.
• Collaborate cross-functionally: Partner with Marketing on customer journey optimization and with Sales/Project Management/Installation teams on escalations of customer 
• Improve relentlessly: Identify bottlenecks, implement solutions, and present performance insights to leadership.

• 3 years in customer service, inside sales, or call center management.
• 2 years managing and developing teams.
• Strong grasp of sales processes, lead qualification, and conversion optimization.
• Experience with CRM systems (Salesforce, QuickBase, or similar)
• Excellent communication and analytical skills.
• Proficiency with call center tech and customer service platforms.
• Outstanding organizational abilities and problem-solving mindset.
• Customer-centric approach with high emotional intelligence.
• G-Suite proficiency.

• Solar, renewable energy, or home improvement industry experience.
• Familiarity with Phone Burner, Ring Central, or similar platforms.
• Track record exceeding sales and service targets.
• Experience with customer journey mapping initiatives.
• Fluency in Spanish.

Benefits/Compensation:

• Base Salary: $70,000 - $80,000 (commensurate with experience)
• Performance Bonus: Quarterly bonuses tied to Inside Sales team achievement of appointment scheduling targets 
• Comprehensive benefits package (details to be discussed)

Founded in 2015, Brooklyn SolarWorks is a solar design and installation firm focused on delivering solar built for NYC homeowners. By designing systems specifically for urban rooftops and navigating the city’s complex permitting and infrastructure, we make solar possible where others can’t. With over 3,000 installations across the five boroughs, our team is helping build a cleaner, more resilient city powered by solar energy. At Brooklyn SolarWorks you’ll find a diverse community of local New Yorkers who work hard and have fun. Our people are resourceful problem solvers full of creative ideas, committed to the team’s success, adaptable to change, and deeply passionate about helping our customers go solar.

How to Apply:

Please apply with a current resume by:

• Using our website here: https://brooklynsolarworks.com/careers/
• Emailing us at: careers@brooklynsolarworks.com

Brooklyn SolarWorks offers equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, language, religion, age, sex, national origin, citizenship, immigration status, disability status, genetics, family or marital status, protected veteran status, sexual orientation, gender/gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The above job description is not all encompassing. Position functions and qualification requirements may vary depending on business necessity.