Customer Experience Manager - Channel Support (New Homes)

Summary

The Manager, Customer Experience Channel Support (New Homes) leads the daily operations of PosiGen’s Solar Contact Center, overseeing team performance, customer satisfaction, and operational excellence. This role includes ownership of the Channel Support team, including New Homes customer support, ensuring efficient handling of solar installation inquiries, scheduling, post-installation support, and billing processes. This position will manage Team Leaders and customer service representatives and drive quality through proactive coaching, data-driven insights, and customer-centric process improvements.

Essential Job Functions

• Lead and manage contact center Team Leaders and customer service teams, including dedicated support for better customer experience with Channel Partner and New Homes customers.
• Oversee and optimize inbound/outbound call operations, chat support, and case resolution across residential solar and customer experience Channel Partner and New Homes workflows.
• Develop and maintain customer experience Channel Partner and new homes workflows, SOPs, and escalation processes to ensure smooth transitions from construction to activation to billing.
• Collaborate cross-functionally with Sales, Operations, and Field Services to resolve installation, inspection, and activation issues for New Homes customers.
• Ensure accurate handling of work orders, scheduling, and post-installation service requests specific to new homes properties.
• Act as subject matter expert for customer experience with channel partner and new homes customer issues, including post-installation, homeowner solar onboarding, and post-installation support.
• Monitor and improve team performance using key KPIs such as CSAT, FCR, schedule adherence, and resolution times.
• Leverage Salesforce and CCaaS tools to manage performance, workflows, and escalations.
• Resolve high-level customer complaints in a timely and professional manner, ensuring positive outcomes and long-term satisfaction.
• Partner with Training and Quality teams to develop knowledge content and support upskilling, especially around Channel Partner and new homes processes.
• Stay informed on solar and homebuilding industry trends and technology solutions impacting customer experience.

Competencies

• Proven track record of successfully managing and developing high-performing teams.
• Strong decision-making and problem-solving abilities, with the capacity to handle escalations and customer issues effectively.
• A deep understanding of customer service excellence, with a passion for driving customer success and satisfaction.
• Familiarity with solar energy systems, installation processes, and monitoring platforms is a plus.
• Ability to work with technical teams to resolve customer issues and provide clear explanations to customers.
• Excellent communication skills, with the ability to manage both internal stakeholders and customer relationships.
• Ability to collaborate cross-functionally to address issues that impact the customer experience.
• Strong organizational and project management skills to handle multiple accounts and complex customer cases.
• Experience in process improvement, project tracking, and performance analysis.

Education/Experience

• Bachelor’s degree in Business Administration, Customer Service, or related field preferred.
•  5+ years of contact center leadership experience, including 2+ years managing customer service teams supporting solar, new homes or construction-related services.
• 1+ year of experience working with New Homes customers, builders, or construction partners preferable.
• Proven ability to manage complex workflows, including coordination of construction timelines, inspections, and solar activation processes.
• Strong understanding of customer service systems, including Salesforce and CCaaS platforms.
• Excellent communication, team leadership, and cross-functional collaboration skills.
• Demonstrated ability to manage change and drive process improvement in a high-growth, customer-facing environment.
• Comfortable working with technical products and customer financial documents (leases, invoices, utility bills).

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding, please reach out to careers@posigen.com or hr@posigen.com to request an accommodation.