Installation Scheduling Manager

ION Solar is one of the nation's fastest-growing, full-service residential solar companies. With offices in eight states across the country and a growing workforce of over 700 employees, ION Solar is providing a simple, affordable way for homeowners to switch to solar.

The Install Manager contributes to ION solar by overseeing the department responsible for auditing new accounts and scheduling solar installs in various markets, nationwide. It is an operational leadership position. Each month, ION Solar determines an install objective. The manager must plan, develop and execute a strategy to successfully meet this goal. The goal is divided amongst the team and defined by daily/weekly scheduling expectations. These expectations require regular monitoring for individual performance in order to identify opportunities for training and development, as well as providing effective feedback. The manager must empower and motivate the team to overcome high-level challenges, through vision and action.

Duties/Responsibilities:

• Hire, and train new staff
• Create training documents and training materials for the team to utilize.
• Monitors inbound queues for calls, texts, and emails.
• Ensure daily install goals are being met and team is working efficiently
• Monitor manager queues and dashboards - zero out daily
• Interacts with escalated customers and collaborates with other ION Solar members to build lasting relationships based on trust and reliability.
• Maintains queues and service levels to ensure that all inbound lines are working correctly.
• Evaluate staff effectiveness and performance with a focus on individual development on a weekly OR an at-need basis.
• Runs daily huddles and weekly team meetings.
• Understanding and strives to meet or exceed set forth metrics while providing a consistent and positive customer experience.
• Prepare work schedules to ensure sufficient coverage.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Exceptional customer service
• Excellent interpersonal, problem-solving, and leadership skills
• Ability to stay calm in stressful situations and meet strict quotas
• Strong grasp on the companys products, services, and customer service policies
• Excellent verbal and written communication skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to multitask and stay organized
• Proficient with computers, especially with CRM software.
• Ability to type at least 45 words per minute.
• Experience with call reporting

Education and Experience:

• A high school diploma or equivalent is required
• Several years of experience working in customer service and/or personnel management
• Experience in a call center environment (preferred)
• Experience with Salesforce Reporting (or a similar CRM)
• Experience with TalkDesk Reporting (or another phone system)
• Intuitive knowledge of data collection and analysis.

Working Conditions:

Fast-paced, open floor office environment with significant computer and phone usage. Utilization of complex systems. Speed and accuracy are essential to the successful completion of tasks.

Prolonged periods sitting at a desk and working on a computer. Regular requirement to talk, or hear; frequent requirement to stand, walk, reach, bend or lift up to 20 pounds. The noise level in the work environment is typical of that of an office. May encounter interruptions throughout the work day.

Compensation/Benefits:

• Competitive wages
• Health/Vision/Dental insurance
• 401(k)
• Paid time off and paid holidays
• Paid birthday off

ION Solar is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, familial status, gender identity, national origin, veteran or disability status, or any other protected class.

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