Bilingual Customer Support Supervisor
3 weeks ago
Company Description
Freedom Forever is a residential solar installation company that partners with solar sales companies in the industry. With headquarters in Temecula, CA, and Las Vegas, NV, we enable our dealer partners’ success with a premium offering and a 25-year production guarantee. As one of America’s top-rated solar installation companies, we offer competitive benefits to all employees and are constantly expanding our Freedom Family.
Role Description
The Bilingual Customer Support Supervisor plays a pivotal role in coaching, motivating, and developing front-line and senior agents to consistently exceed key performance indicators. Embracing servant leadership, emotional intelligence, and ownership. The Bilingual Customer Support Supervisor fosters a culture of continuous improvement, ensuring a relentless focus on enhancing the customer experience. A successful candidate will demonstrate professionalism, adaptability in the face of challenges, and an unwavering commitment to ethical conduct. In our dynamic and diverse environment at Freedom Forever, candidates should anticipate a role that evolves with the business's needs. Flexibility, kindness, and a proactive approach are essential to delivering a best-in-class customer experience.
Qualifications
● Inspire and lead the team with urgency, accountability, and a commitment to a best-in-class customer experience.
● Lead a team of at least 10 Customer Support Specialists, driving quality and KPI metrics across multiple communication channels.
● Conduct regular meetings to observe individual performance, identify training opportunities, and develop specialized skills.
● Cultivate a culture that values openness to feedback and a swift response to customer issues.
● Coach team members on customer interactions aligned with company values, pushing the boundaries of our evolving approach to service excellence.
● Communicate proactively with senior leaders on business performance, customer impact, and potential risks.
● Utilize customer insights to drive process and procedural improvements with internal teams.
● Dive into daily team activities, resolving issues, removing blockers, and reporting to align teams or secure additional resources.
● Monitor daily/weekly performance metrics, adjusting team coverage as needed.
● Coach, motivate, and develop new hires to realize their full potential.
● Monitor employee performance, identifying areas for improvement and conducting performance discussions.
● Support agents with finance escalations by delegating priority tasks to relevant internal teams.
● Stay updated on company updates, processes, software, and policies.
● Other duties as required.
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