Customer Escalations Manager

Join the Solar For All Revolution!

At PosiGen, we are passionate about providing money saving solar and energy efficiency solutions for people of all income levels. We are seeking an equally passionate Manager, Customer Dispute Resolution to lead a team of Dispute Resolution Specialists who will be focused on handling high impact escalations, complaints, issue resolution, and improving the customer experience.

The Manager, Customer Dispute Resolution will have a high degree of influence and accountability for owning and resolving overall disputes and reducing friction in our customers' experience with us. This leader is responsible for making sure the team carries out the complaint resolution policy and implements corresponding standard operating procedures, while simultaneously identifying and eliminating the primary root causes in order to prevent recurrence.

Essential Job Functions

• Provides leadership and oversees the handling of escalated customer complaints, including BBB and other public forum or regulatory complaints, from intake to resolution.
• Communicates directly with the customer as needed using phone, email and SMS to find resolution to complaint.
• Acquires and retains staff by recruiting, selecting, orienting, training, coaching and recognizing team members. Responsible for the teams' productivity, morale and well-being.
• Ensures team thoroughly documents internal assessment of customer issues in the CRM, currently Salesforce.
• Provides coaching and feedback to Customer Care team and other interested stakeholders to increase product knowledge, resolution options, and increase consistency in servicing.
• Creates and standardizes reporting on escalation types, including root cause analysis, to promote continuous internal feedback for reducing future customer issues and escalations.
• Create and implement protocols and standard operating procedures for responding to each type of escalation to ensure consistency and increase efficiency among departments.
• Exercises good judgment to resolve escalations with minimal supervision and within scope of authority
• Occasional travel to customer homes may be required to resolve disputes.

Education/Experience

• College degree or equivalent work experience
• 3-5 years of progressive experience in a call center or collection agency is preferred.
• Experience working with claim evaluation, legal regulations, and/or financial settlements preferred
• Minimum of one-year supervisory experience in call center / dispute resolution environment
• Knowledge of Billing, Collections and Customer Service procedures
• Proficient in Salesforce, Google Suite products, including Gmail, Google Docs, Google Sheets, etc.
• Excellent written, verbal communication and customer service experience and skills are required

About PosiGen

PosiGen is a people-centric, rapidly growing residential solar company committed to making Solar For ALL a reality. We aim to simplify solar, improve home efficiency, and generate opportunities for the underserved through our first of its kind, no credit check, guaranteed savings solar leasing program.

As employees at PosiGen, we are passionate about furthering our mission of Solar For ALL. At PosiGen, we celebrate the individual and foster an environment where employees can be their true self. We strive to live every day by our values:

• Act with Integrity
• Be Humble, Be Kind
• Collaborate and Seek to Understand
• Deliver on our Promises
• Engage Passionately

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.