Customer Care Manager

Job Title: Customer Care Manager

Position Summary:
We are seeking a highly motivated and results-oriented Customer Care Manager to launch and manage the daily operations of our Customer Care department. This is an exciting opportunity with SolarTech as we are rapidly growing, offering the chance to create and execute your vision for the Care department while developing into a future leadership role. You will be instrumental in shaping our processes and delivering exceptional customer experiences.  

Key Responsibilities:

• Handle inbound customer interactions and determine next steps to resolve any issues 
• Manage and allocate Care budget to resolve customer concerns as needed 
• Develop, document, and maintain standard operating procedures (SOPs) to create consistent workflows and processes as we scale the team 
• Partner with Salesforce development team to create tracking process within CRM  
• Define cross-functional engagement with Service and Operations department to resolve issues quickly and efficiently 
• Engage with customers on key review platforms and escalate negative reviews as needed 
• Track key metrics to analyze volume of customer escalations and overall customer satisfaction 
• Provide actionable insights and recommendations to upper management to improve customer experience 

Why This Role is Unique: 

• This is an important hire to deliver on our core value of being customer-centric, offering a rare opportunity to shape the Care department vision and strategy from the ground up. 
• You will play a pivotal role in building processes, defining best practices, and scaling operations. 
• This position is designed to evolve, allowing you to grow into a leadership role as we expand. 

Qualifications and Skills:

• Education & Experience: 
• • Bachelor’s degree in Business, Management, or related field (preferred). 
  • 3–5 years of experience in a Care lead or supervisory role 
  • Experience in the solar industry is preferred  
  • Experience working with Service and Construction teams is a bonus 
• Skills & Competencies: 
• • Strong leadership and team-building abilities 
  • Proven track record of delivering superior customer experience 
  • Proficient in dialer tools and Salesforce 
  • Knowledge of Care best practices 
  • Knowledge of Microsoft 365, specifically Excel 
  • Excellent written and verbal communication skills. 
  • Strong analytical and organizational skills  

Work Environment:
This position involves a with homeowners. The ideal candidate is detail-oriented, proactive, and committed to ensuring quality outcomes in every aspect of their work.

Compensation:
Based solely on experience and certifications