Customer Service Manager

The Customer Service Manager is a key leadership role responsible for ensuring an exceptional experience for every Trinity Solar customer from project initiation through post-installation support. This individual will oversee a team of dedicated Customer Service Representatives, manage customer communications, and drive process improvements that enhance satisfaction, retention, and operational efficiency. The ideal candidate is a strong communicator, natural problem solver, and motivational leader who thrives in a fast-paced, mission-driven environment.

Key Responsibilities

• Manage, coach, and mentor the Customer Service team to deliver outstanding support and communication throughout the customer journey.
• Oversee all inbound and outbound customer interactions—ensuring timely responses, clear communication, and consistent professionalism.
• Act as a point of escalation for complex or sensitive customer concerns, coordinating cross-departmentally to achieve effective, customer-focused solutions.
• Establish and monitor performance metrics (KPIs) related to response time, satisfaction scores, and resolution effectiveness.
• Identify opportunities to streamline workflows, enhance system integrations, and optimize customer touchpoints for a smoother experience.
• Partner with Sales, Operations, Installation, and Service teams to ensure accurate project updates, proactive communication, and seamless handoffs.
• Champion the voice of the customer internally, providing feedback to leadership on trends, recurring issues, and opportunities for product or process improvements.
• Oversee training for new hires and ongoing skill development for team members to maintain a high standard of professionalism and product knowledge.
• Analyze customer data, create reports on team performance, and present actionable insights to leadership.

Qualifications & Experience

• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• 3–5 years of customer service management experience, preferably within the solar, construction, or home improvement industry
• Proven leadership and people management skills with the ability to inspire, coach, and develop a high-performing team.
• Strong communication, conflict resolution, and organizational abilities.
• Analytical mindset with experience using CRM systems and performance metrics to drive improvement.
• Exceptional problem-solving skills and a proactive, hands-on approach to service delivery.
• Must have a customer-first mindset and the ability to thrive in a fast-paced, evolving environments
• Strong technical aptitude and ability to learn solar industry products and processes quickly.

Req Benefits: At Trinity Solar, you're not just starting a job-you're building a career path to success. We're proud to be part of one of the fastest-growing industries in the country, and we want you to grow with us. Here, you'll find a team that values your contribution, supports your development, and celebrates your success. When you join Trinity Solar, you'll enjoy: Competitive pay with opportunities to grow, Comprehensive healthcare coverage: Medical, Dental & Vision, Life insurance and employee assistance programs for peace of mind, Paid training to set you up for success, A generous paid time off (PTO) program to recharge and enjoy life outside of work (varies by role), Forty (40) hours of sick time annually, 401(k) with company match to invest in your future, Work-life balance that puts your well-being first. Join Trinity Solar and be part of a company where your career, your growth, and your impact truly matter.

Compensation: $ $62000 / year

Salary : $62,000