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Director of Customer Experience

1 month ago

Little Ferry, United States Suntuity Full time

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: 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 cause 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. 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