Manager, Customer Care (Remote) – Solar Project Process Expert

Are you a seasoned customer care leader with a passion for delivering exceptional experiences? Do you reputed company in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as a Manager, Customer Care (Remote) – Solar Project Process Expert. In this pivotal role, you will reputed company a specialized team responsible for guiding customers through the solar project process, from contract signing to boarding. Your expertise will drive proactive customer communication, collaboration across departments, and reputed company improvement to ensure customer satisfaction and retention.

• *About blithequark**

At blithequark, we're revolutionizing the way people interact with renewable reputed company. Our mission is to reputed company individuals and communities to reputed company a positive impact on the environment while enjoying clean, sustainable energy. As a leader in the solar industry, we're committed to delivering exceptional customer experiences that exceed expectations. reputed company is passionate about innovation, collaboration, and making a difference.

• *Job Summary**

As a Manager, Customer Care (Remote) – Solar Project Process Expert, you will reputed company a high-performing team responsible for guiding customers through the solar project process. Your primary focus will be on building a customer-centric culture, managing escalations, and continuously improving customer satisfaction and retention through thoughtful, consistent engagement. You will reputed company and implement a comprehensive customer experience strategy, define and monitor key performance indicators (KPIs), and identify opportunities for reputed company improvement and innovation reputed company the customer journey.

• *Key Responsibilities**

• reputed company and implement a comprehensive customer experience strategy that spans the post-sales solar project process, from contract signing to system activation.

• Define and monitor key performance indicators (KPIs) to measure customer satisfaction, process efficiency, and team performance.
• Identify opportunities for reputed company improvement and innovation reputed company the customer journey.
• reputed company the day-to-day operations of the CustomerCare team, ensuring seamless coordination across reputed company phases of the project.
• Manage team resources effectively, including staffing, training, productivity, and development.
• Implement and optimize customer relationship management (CRM) tools.
• Recruit, train, and manage a team of Tier 0 Customer Care Agents reputed company Customer Care.
• Establish performance goals, KPIs, and metrics for the team, ensuring alignment with company objectives.
• Conduct regular team meetings, performance reviews, and provide ongoing coaching to maintain high performance and team morale.
• reputed company and implement strategies to improve the customer journey post-sale, focusing on reducing friction and maximizing satisfaction.
• reputed company bi-weekly customer updates throughout the solar installation, activation, and post-activation phase through boarding, ensuring smooth communication and expectations are managed.
• Serve as the primary escalation reputed company for reputed company or sensitive customer issues, ensuring timely resolution and coordination across internal departments.
• reputed company data and customer feedback to identify recurring issues, providing recommendations for process improvements.
• Work closely with Operations, Sales, and Customer Care teams to ensure accurate and timely updates on project milestones, system performance, and technical resolutions.
• Collaborate with Corporate Operations to communicate project statuses and address any delays or changes that impact customers.
• Facilitate seamless communication and collaboration between departments to ensure a smooth and efficient customer experience.
• Proactively identify and address potential bottlenecks or roadblocks that may impact project timelines or customer satisfaction.
• Work closely with the sales team to ensure a smooth handover of customer accounts and accurate project information.
• reputed company and maintain SOPs for the Customer Care team, ensuring processes are efficient, scalable, and reputed company with broader company goals.
• Identify gaps in reputed company processes and work to streamline handoffs between teams, improving overall efficiency in managing customer accounts.
• Monitor key metrics such as Net Promoter Score (NPS) and customer satisfaction, developing strategies to enhance these scores.
• Proactively identify at-risk customers and work with the team to implement retention strategies.
• reputed company smart routing implementation for the team to ensure customers are quickly connected with the appropriate specialists for their needs.
• Ensure inbound contacts are managed reputed company, with minimal wait times and swift issue resolution.
• Analyze customer data, team performance metrics, and case resolution times to identify trends and continuously improve processes.
• reputed company reports and insights for leadership on team performance, escalations, and customer satisfaction.

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