Customer Success Manager

Company: Semper Solaris
Location: El Cajon
Posted on: February 19, 2021

Job Description:

Semper Solaris is the fastest growing leader in the Residential Solar Installation industry and we are looking for motivated Customer Success Manager to join the team! Semper Solaris has offices in Concord, Campbell, Sacramento, Manteca, Bakersfield, Los Angeles, Riverside, and San Diego. Our commitment to excellence has earned us an industry-wide reputation for being one of the top Roofing, Solar, and HVAC companies in California.SummaryThis individual will handle high-level escalations for all divisions of the company. This position will require the employee to work with all departments within the company to obtain background knowledge on each individual customer escalation as well as provide additional information/resolution to customers. The employee will be expected to be able to communicate any information to customers using effective language and professional demeanor.Responsibilities* Receive and respond to communications from customers expressing dissatisfaction. Listen empathetically; gather sufficient information from the customer to investigate the nature and seriousness of each complaint; provide timeline follow up and set expectations* Develop and maintain a good working relationship with departments/branches to facilitate the resolution of customer complaints* Compose communications to customers and employees to convey inquiries, complaints and compliments* Interact with departments/management to resolve complaints by gathering information from employees to respond appropriately to customer inquiries or complaints.* Consistently able to propose solutions to problems/inquiries from customers by maintaining a thorough understanding of company policies, procedures, products, services and operations and accurately collecting relevant information through all sources* Resolve customer escalations resulting from negative review publications while persuading the customer to reconsider their published opinion of the company* Provide status updates of customer complaints to executive team* Exhaust all efforts to prevent further escalations to managementSkills* Excellent written and verbal communication skills* High degree of precision and organization (detail-oriented)* Ability to multi-task (active listening and detailed note-keeping)* Ability to be assertive while maintaining a professional demeanor* Proven ability to professionally communicate in a concise manner both verbally and in writing, with a diverse audience of employees and customers. To include* High level interpersonal and conflict resolution skills* Ability to take initiative to investigate issues independently with minimal direction, resourceful and capable of navigating complex situations* Persuasive, persistent,and personableQualifications* Proficient in Microsoft Office 365, specifically Outlook Prior experience resolving customer escalations* Minimum of 5 years customer service experience preferred -specifically over the phone* Prior experience working for a residential construction company preferred* Experience with Salesforce Plus preferredBenefits* Competitive hourly rate!* Full benefits package includes: Medical, Dental, Vision, 401k, Voluntary Life & AD&D Insurance, H.S.A., and access to Semper's Employee Assistance Program* Paid sick and vacation time* Career path opportunities for top performers!Semper Solaris is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.Powered by JazzHRTpKzJFQJVb

Keywords: Semper Solaris, El Cajon , Customer Success Manager, Executive , El Cajon, California