Vice President of Client Engagement

2 weeks ago

Little Ferry, New Jersey, United States Suntuity Full time

ABOUT US:


Since its inception in 2008 and entry into the residential solar sector in 2017, Suntuity Renewables has emerged as one of the leading comprehensive residential solar providers in the nation, boasting over 10,000 system installations across 25 states and generating opportunities that represent over 200 Megawatts ("MW").

Building on its foundation in utility and large-scale commercial solar, Suntuity quickly ascended to a top-10 position among US residential solar companies within three years of its entry into the residential market.

With a strategic emphasis on the expansive electrification market, which encompasses power generation, storage, and electric vehicle charging, the company has cultivated a robust partner ecosystem with premier equipment suppliers and third-party financiers, resulting in a greater than 25% installation compound annual growth rate (CAGR) over the past three years.

Suntuity has recently announced a business combination that will lead to its transition into a publicly traded entity.
Suntuity was founded on a core principle—people, planet, profit. At the heart of this principle is you, the people.

We believe that we cannot effectuate change in the world without your involvement, which is why we offer our team members some of the most competitive incentives and opportunities in the industry to join our mission.

We are poised to drive global change and provide you with the tools and support systems necessary for your success at every stage. All we need is you.

YOUR ROLE:


Oversee, strategize, and coordinate the daily operations of our customer service center, ensuring that client needs are addressed promptly and effectively.

Set the department's short-term and long-term objectives in alignment with the overarching mission and vision of the company.

Lead, inspire, and develop a team of customer service professionals to excel in their roles, offering guidance, constructive feedback, and opportunities for professional growth.

Formulate and execute strategies aimed at enhancing the customer experience, which includes refining call handling protocols, complaint resolution frameworks, and customer satisfaction metrics.

Track call center performance indicators, such as call volume, wait times, abandonment rates, and customer satisfaction, ensuring they align with established benchmarks.

Collaborate with various departments, including Operations and Sales, to ensure consistency and alignment in customer service practices and procedures.

Assess the effectiveness of customer service operations through regular evaluations, gathering feedback, and implementing necessary adjustments to continually enhance the customer experience.

Develop and uphold customer service center policies and procedures, ensuring they remain current, consistent, and compliant with applicable regulations.
Manage daily staffing needs to meet service level agreements and operational objectives.
Engage in recruitment activities for the customer service center, conducting interviews and identifying suitable candidates.

Establish and monitor performance metrics for agents to evaluate productivity and efficiency, implementing strategies for continuous improvement.

Identify root causes for unnecessary customer interactions (both proactive and reactive) and collaborate with relevant internal management to reduce volume over time.

Foster and maintain positive relationships with key stakeholders, including clients, vendors, industry associations, and regulatory bodies.

Stay informed about industry trends and best practices in customer service management, integrating them into our operations to ensure ongoing enhancement and innovation.

Represent the company at industry events, conferences, and meetings, sharing insights and best practices with peers in the field.

Perform additional job-related responsibilities as assigned.

QUALIFICATIONS:
7+ years of experience in customer service management or supervisory roles, with a minimum of 5 years at the director level.
A Bachelor's degree in Business Administration, Communications, or a related discipline.
Proficiency in utilizing customer service software and technologies, including but not limited to ACD systems and CRM platforms.
Project management experience, demonstrating the ability to plan, execute, and oversee projects to successful completion.
Strong verbal, written, analytical, interpersonal, time management, and leadership capabilities.
Proven track record in effectively directing, leading, and engaging employees to drive performance and exceed client expectations.
Demonstrated success in developing and implementing strategies to enhance the customer experience and foster customer loyalty.
Experience in employee performance management, delivering performance improvement plans, and conducting performance evaluations.
Exceptional leadership skills with the ability to motivate team members to achieve peak performance.
Experience collaborating across departments to achieve results.
Ability to manage multiple tasks effectively.
Strong computer skills, including intermediate proficiency in Excel and Word.
Strong coaching and mentoring abilities.

PHYSICAL REQUIREMENTS:
Ability to stand or sit for extended periods in an office environment.
Must be capable of operating standard office equipment and keyboards.
Ability to walk short distances.
Potential for light lifting up to 10 lbs.
BENEFITS:
Medical, dental, and vision insurance with flexible spending account options.
Company-paid life insurance.
401(k) plan with company matching.
8 paid holidays.

Suntuity is an equal opportunity employer that values diversity and inclusion in the workplace. 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 dedicated to building a team that reflects a variety of backgrounds, skills, and perspectives, as we recognize that this diversity enhances our effectiveness.

Suntuity is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

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