Director of Customer Experience
2 weeks ago
WHAT WE DO:
Since its founding in 2008 and entry into residential solar in 2017, Suntuity Renewables has become one of the largest end-to-end residential solar companies in the country with over 10,000 system installations across 25 states and originated opportunities representing over 200 Megawatts (“MW”). Leveraging its history in utility and large commercial solar, Suntuity became a top-10 US residential solar company within 3 years of its residential foray. With a strategic focus on the broader electrification market opportunity which includes power generation, storage and EV charging, the company has established a strong partner ecosystem with top-tier equipment suppliers and third-party financiers that has resulted in a >25% install CAGR over the past three years. In May 2023, Suntuity announced a business combination with Beard Energy Transition Acquisition Corp (NYSE: BRD) that will result in Suntuity becoming a publicly traded company (NYSE: STY).
Suntuity was founded under a single mantra—people, planet, profit. At the start of that is you, the people. We can’t change the world without you, so we’re offering our team members some of the best incentives and opportunities in the industry to join our cause. We’ve positioned ourselves to drive change on a global scale. We have the tools and support systems you need to succeed every step of the way. All we need is you.
WHAT YOU’LL DO:
The Director, Customer Experience will be responsible for directing, planning, and coordinating the daily activities of our call center, and establishing the department’s immediate and long-range goals and objectives. They will foster a creative team environment to bring forth the skills and talents of department members, inclusive of hiring, training, and developing new employees and motivating their team. This role requires strong management skills and a demonstrated experience in resource planning, retention, and quality assurance.
Direct, plan, and coordinate the daily activities of our call center, ensuring that customer needs are met in a timely and efficient manner.
Establish the department's immediate and long-range goals and objectives, in alignment with the company's overall mission and vision.
Lead, mentor, and motivate a team of customer service representatives to excel in their roles, providing guidance, constructive feedback, and professional development opportunities.
Develop and implement strategies to improve the customer experience, including but not limited to call handling procedures, complaint resolution processes, and customer satisfaction metrics.
Monitor call center metrics, including call volume, wait time, abandonment rate, and customer satisfaction, ensuring that they remain within established targets.
Collaborate with other departments, such as Operations and Sales, to ensure alignment and consistency in customer service procedures and processes.
Evaluate the effectiveness of call center operations by conducting regular assessments, gathering feedback, and making necessary modifications to continuously improve the customer experience.
Develop and maintain call center policies and procedures, ensuring that they are up-to-date, consistent, and compliant with relevant regulations.
Maintain and oversee daily staffing requirements to achieve service level agreements and operational targets.
Participate in call center recruitment activities, conducting interviews, and identifying qualified candidates.
Develop and monitor agent metrics to measure agent-level productivity and efficiency, and implement strategies to improve these metrics over time
Root case reasons for unnecessary customer contact (both proactive and reactive) and partner with relevant internal functional management to reduce volume over time
Establish and maintain positive relationships with key stakeholders, including customers, vendors, industry associations, and regulatory agencies.
Monitor industry trends and best practices in call center management, incorporating them into our operations to ensure ongoing improvement and innovation.
Represent the company at industry events, conferences, and meetings, sharing insights and best practices with other professionals in the field.
Perform other job-related duties as assigned.
WHAT WE’RE LOOKING FOR:
7+ years of call center management/supervisory experience, with at least 5 years of experience at the director level.
Bachelor’s degree in Business Administration, Communications, or a related field.
Proficiency in using call center software and technologies, including but not limited to ACD systems and CRM platforms.
Project management experience, with a demonstrated ability to plan, execute, and monitor projects to successful completion.
Strong verbal, written, analytical, interpersonal, time management, and leadership skills.
Proven ability to effectively direct, lead, and engage employees, driving performance and exceeding customer expectations.
Demonstrated success in developing and implementing strategies to improve the customer experience and drive customer loyalty.
Experience in employee performance management, delivering performance improvement plans, and conducting performance reviews.
Excellent leadership skills with the ability to motivate employees to perform at peak standards.
Experience working cross-departmentally to deliver results.
Has the ability to multitask effectively.
Strong PC skills, including intermediate proficiency in Excel and Word.
Strong coaching and mentoring skills.
PHYSICAL REQUIREMENTS
Standing or sitting for prolonged periods of time in an office environment.
Requires the ability to operate standard office equipment and keyboards.
Must have the ability to walk short distances.
Potential light lifting up to 10 lbs.
BENEFITS (FOR US BASED EMPLOYEES)
Medical, dental, and vision insurance with FSA options
Company-paid life insurance
401(k) with company match
8 paid holidays
Suntuity is an equal opportunity employer that embraces diversity and inclusion in the workplace, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are committed to building a team that represents a variety of backgrounds, skills, and perspectives because we know this only makes us better.
Suntuity is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
#J-18808-Ljbffr
-
Director, Customer Experience
2 weeks ago
Little Ferry, New Jersey, United States Quince Restaurant Full timeOur StoryQuince was founded to challenge the notion that quality items must come with a high price tag. Our goal has always been to offer products of equal or superior quality to top luxury brands, but at a more accessible price point.Our MissionOur mission is straightforward: crafting goods that match or surpass the quality of leading luxury brands and...
-
Director, Customer Experience
3 weeks ago
Little Ferry, United States Quince Restaurant Full timeOUR STORY Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. OUR VALUES EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldnt be a luxury. Were proud of our mission to bring...
-
Director, Customer Experience
4 weeks ago
Little Ferry, United States Quince Restaurant Full timeOUR STORY Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. OUR VALUES EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring...
-
VP of Customer Experience
4 weeks ago
Little Ferry, United States GameChanger Full timeAbout GameChanger: We believe in the life-changing impact youth sports have on and off the field because they encourage leadership, teamwork, responsibility, and confidence—important life lessons that have the power to propel our youth toward meaningful futures. We recognize that without coaches, parents, and volunteers, organized youth sports could not...
-
VP of Customer Experience
24 hours ago
Little Ferry, United States GameChanger Full timeAbout GameChanger: We believe in the life-changing impact youth sports have on and off the field because they encourage leadership, teamwork, responsibility, and confidenceimportant life lessons that have the power to propel our youth toward meaningful futures. We recognize that without coaches, parents, and volunteers, organized youth sports could not...
-
Customer Experience Representative, Derivatives
2 weeks ago
Little Ferry, United States Swooped Full timeJoin a leading fintech company that’s democratizing finance for all. The hiring company was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of decisions, the hiring company is lowering barriers and providing greater access to financial information. Together, products and services are being built...
-
Customer Experience Associate II
10 hours ago
Little Ferry, United States Conduent Business Services, LLC Full timeA company is looking for a Customer Experience Associate II. Key Responsibilities: Answer calls and chat inquiries promptly and accurately Provide one-call resolution by understanding member concerns Maintain up-to-date product knowledge, engage with members effectively, and escalate concerns when necessary Required Qualifications: Minimum of one year of...
-
Little Ferry, United States Whatnot Full timeWhatnot Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values , whether working remotely or from one of our offices. We are building a team that has experience from...
-
Marketing Director
2 weeks ago
Little Ferry, United States Sirius Education Solutions Full timeJob Summary As the Director of Marketing, you will develop and manage comprehension marketing and business strategies for Sirius Education Solutions’ supplemental print and digital products that address authentic TEKS-based instruction, STAAR test preparation, STAAR practice, accelerated instruction, and benchmarking for the Texas K-12 education market....
-
Director, Enterprise Accounts
1 week ago
Little Ferry, United States Correlation One Full timeCorrelation One is an education technology company who is building the workforce development solutions of the future. We close skill gaps for corporate enterprises, governments, and individuals, while empowering disenfranchised segments of the workforce. By providing training-to-job programs that are 100% free for learners, we eliminate traditional barriers...
-
Director of Product Marketing
4 weeks ago
Little Ferry, United States Givelify Full timeDirector of Product Marketing Givelify is a remote-first, fintech-for-good company where brilliant minds come to power the most loved and trusted online and mobile giving app platform. Thanks to over 1.5 million generous donors, we have helped over 66,000 nonprofits and places of worship raise nearly $5 billion. Together, we are changing the world with...
-
Director of Product Marketing
1 week ago
Little Ferry, United States Givelify Full timeDirector of Product Marketing Givelify is a remote-first, fintech-for-good company where brilliant minds come to power the most loved and trusted online and mobile giving app platform. Thanks to over 1.5 million generous donors, we have helped over 66,000 nonprofits and places of worship raise nearly $5 billion. Together, we are changing the world with...
-
Enterprise Customer Success Manager
3 weeks ago
Little Ferry, United States Persefoni Full timeClick the 'Apply' button to learn more about Persefoni and the role. Then, you can choose to apply directly with Persefoni or use AI to assist your application powered by Offered. Customer Success Manager Company Introduction Our mission is to enable every organization to be climate conscious and positive with the world’s best climate software and data...
-
Director of Revenue Enablement
2 weeks ago
Little Ferry, United States Multiplier Technologies Pte. Ltd. Full timeDirector of Revenue Enablement Remote/US A BIT ABOUT US We’re at the forefront of one of the most exciting evolutions of our generation - remote employment. No longer do employers have to hire according to geography, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find,...
-
Enterprise Customer Success Manager
2 weeks ago
Little Ferry, New Jersey, United States Persefoni Full timeClick the 'Apply' button to learn more about Persefoni and the role. Then, you can choose to apply directly with Persefoni or use AI to assist your application powered by Offered.Customer Success ManagerCompany IntroductionOur mission is to enable every organization to be climate conscious and positive with the world's best climate software and data...
-
Sr. Customer Success Manager
11 hours ago
Little Ferry, United States Swooped Full timeAbout Our Client The hiring company is an innovative tech startup that focuses on solutions for data security, compliance, privacy, and governance. They are a market leader in all things data, assisting customers in reducing risk, driving business innovation, achieving compliance, building customer trust, making better decisions, and maximizing data...
-
Director of Business Development
2 weeks ago
Little Ferry, New Jersey, United States Claroty Full timeAbout the Job Title:The position available is for the Director of Business Development - Technical Alliances at Claroty, a leading industrial cybersecurity company.About the Company:Claroty empowers large enterprises to secure their cyber-physical systems in industrial, healthcare, and enterprise environments globally.The Claroty Platform integrates...
-
Director, Operations
1 week ago
Little Ferry, United States Mattress Firm Full timeIs your current job a nightmare? Make it a dream job at Mattress Firm! Now hiring: (Remote) Director of Operations Join Mattress Firm – America’s most trusted authority on sleep and be part of our noble purpose to help people sleep well to live well. In addition to on-the-job training and career growth opportunities, we offer an extensive range of...
-
Account Director
4 weeks ago
Little Ferry, United States TAG Full timeAt Tag, we love what we do and pride ourselves on an authentic culture built on our core values of integrity, innovation, sustainability, growth, and accountability. We are a leading creative production and sourcing partner to brands and agencies and we have over 50 years of marketing execution experience, working with the world’s best brands. We are...
-
Director of Partner Marketing Americas
1 week ago
Little Ferry, United States Darktrace Holdings Limited Full timeA company is looking for a Director of Partner Marketing, Americas. Key Responsibilities: Overseeing partner-led marketing activities Owning and managing MDF fund distribution Communicating with internal and external stakeholders for compliance Qualifications & Experience: 10-15 years in customer or partner marketing Experience with Microsoft Suite products...
