Homeworks Energy

Compensation

Full Description

Customer Success, Scheduling & Resolution Manager Position Type: Full-time (salaried) position not eligible for overtime. This position is eligible for performance bonuses. This is a 100% remote position. Therefore, an efficient home office environment with strong reliable internet service is required. Job Summary: As a Scheduling & Resolution Manager on our Customer Success Team, you will lead and enhance our Customer Service & Scheduling Operations for our Weatherization business. This role is pivotal in shaping the end-to-end customer experience, ensuring a high level of customer satisfaction. Reporting directly to the Customer Success Director, you will oversee a diverse team and drive operational excellence through efficient and effective scheduling & post-install case resolution. Education & Experience: • Mandatory minimum of 3+ years managing a team of individual contributors. • 5+ year’s customer success, account management and/or post sales experience. • Advanced skills in de-escalation and handling customer complaints. • Proficient with Microsoft Office Suite and major CRM & telephony systems (such as Salesforce & Five9). Comfortable leaning in with technology. • Proven track record of success with regularly hitting individual and team goals. • Excellent project management skills with an attention to detail, multistage processes, and 3rd party dependencies. • Experience building process, identifying gaps and executing on relevant initiatives. • Impeccable communicator with experience developing both digital and person to person touchpoints. • Strong analytical mindset with a methodical approach to identify challenges and measure impact, including the ability to use data to support strategy and create a story. • Ability to think systematically, identifying and building infrastructure, processes, and tools to drive efficiency and streamlined operations. • Thrive in a fast-paced environment, appreciate and demonstrate flexibility as needed. • React gracefully under pressure. • Do-er with a bias towards action and creative problem-solving. • Requires proficiency in reading, writing, and communicating in English. • Current residency in states of AZ, CA, CO, CT, FL, GA, LA, MA, ME, MO, NC, NE, NH, NJ, NV, NY, OH, RI. SC, TN, TX, or VT is required to comply with state tax regulations. All candidates must be willing to work EST time zone regardless of where they live (8am - 5pm EST, Monday - Friday) Essential Functions: The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. • Lead & Inspire Greatness: Provide leadership and inspire multiple account management teams to deliver a world class customer experience through education, thoughtful and personalized communication, and efficient and effective problem solving. • Create a positive, passionate, and fun work environment that brings out the best on our team. • Set clear performance goals, KPIs, and OKRs for the team and ensure accountability. • Set a high bar for service standards and help support operational excellence. • Work Cross Functionally: Work with customer service, marketing, sales, finance, IT, and operations to streamline and improve the customer journey for customers with weatherization projects. • Implement workflows for consistent communication, engagement, and follow-up across the customer journey. • Strong focus on leveraging tech stack to deliver a dynamic and streamlined customer experience that empowers customers and sets employees up for success. • Drive Accountability & Continuous Improvement: Maintain an effective feedback loop with our operational teams and work collaboratively to improve our collective efficiency and effectiveness. • Provide actionable feedback with data driven analysis. • Audit calls weekly for call center staff to provide feedback regarding quality assurance • Work collaboratively to identify and prevent drivers of dissatisfaction and friction. • Identify areas of opportunity within your teams where training may be needed and implement solutions to drive continuous learning. • Stay informed about industry trends, best practices, and emerging tools in customer success. • Act with Urgency & Purpose: Support and foster an environment where teams demonstrate genuine care and empathy when advocating for customers, solving problems, and assisting customers through a complex experience. • Adress escalations the front line staff is unable to handle, while protecting the company’s reputation, customer trust, and legal standing. • Facilitate appropriate resolutions, while complying with all company policies and procedures. • Perform additional tasks as required. Perks/Benefits (CIA): • Health Insurance • Dental Insurance • Vision Insurance • Paid training • 401k Retirement Plan with match • PTO with accrual schedule • Paid holiday schedule • Remote work environment • All necessary equipment provided by company • Employee Assistance Program • Fast growth opportunities! Supervisory Responsibilities: This is a management role that is responsible for managing a team, department(s), or region(s), and is responsible for setting performance goals, conducting evaluations, providing feedback to team members, allocating tasks and responsibilities as required, and managing resources. Work Environment: Remote position: This position is in the employee’s residence and requires the employee to have a workspace free of distraction during work hours to perform job duties. Physical Demands: Requires sitting at a desk for long periods of time, performing tasks on a computer. Equal Opportunity Employer: At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job. Compensation: $85,000 annual Salary + potential for up to 10% discretionary annual bonus Work Location: Remote