Semper Solaris is the fastest growing leader in the Residential Solar Installation industry. We offer Solar, Battery, Roofing and HVAC installation and service! Semper Solaris now has offices in Campbell, Sacramento, Fresno, Manteca, Santa Fe Springs, Redlands, and San Diego. Our commitment to excellence has earned us an industry-wide reputation for being one of the top residential construction remodeling companies in California.

Benefits for Full- Time Employees  Include:

• Medical, Dental, Vision, Voluntary Life & AD&D Insurance
• Paid Sick and Vacation Time
• 401k

Position Summary

We are looking for an organized and motivated Technical Support Supervisor to join our team! Under the general direction of the Customer Service Manager, Technical Support Supervisor performs a wide variety of troubleshooting and customer service duties as well as supervision of the Technical Support Team. The ideal candidate will have strong communication skills both verbally and written, be able to set an example as a team player. In addition, the ideal candidate will have technical solar knowledge as well as call center experience. Most importantly the ideal candidate will be able to effectively lead and motivate a team of Tech Support Specialists to provide 5-star customer experience to our customers with their technical support issue.

Responsibilities for this role includes but are not limited to:

• Receive and respond to customers’ inquiries. Listen empathetically; gather sufficient information from the customer to provide resolution.
• Create and update training material to continuously develop onboarding and general training for the technical support agents.
• Use Excel daily for reporting, understanding call logs etc.
• Develop and maintain a good working relationship with technical support agents to facilitate the resolution of customer inquiries.
• Assist with any necessary escalations and provide coaching to technical support representatives
• Interact with departments/management to resolve complaints by gathering information from employees to respond appropriately to customer inquiries or complaints.
• Consistently able to propose solutions to problems/inquiries from customers by maintaining a thorough understanding of company policies, procedures, products, services, and operations and accurately collecting relevant information through all sources.
• Resolve customer escalations resulting from negative review publications while persuading the customer to reconsider their published opinion of the company.
• Provide status updates to management when appropriate on customer inquiries.
• Exhaust all efforts to prevent further escalations to management.
• Perform other duties and tasks as needed

Key Qualifications

• Proficient in Microsoft Office 365, specifically Outlook
• Prior experience in supervising a customer service team
• Minimum of 5 years customer service experience preferred – specifically over the phone
• Prior experience working for a residential construction company preferred
• Experience with Salesforce Plus preferred

Required Skills

• Excellent written and verbal communication skills
• Basic Excel skills required
• High degree of organization (detail-oriented)
• Ability to multi-task
• Ability to be assertive while maintaining a professional demeanor
• Proven ability to professionally communicate with a team and deliver results
• High level interpersonal and conflict resolution skills
• Ability to take initiative to investigate issues independently with minimal direction, resourceful and capable of navigating complex situations
• Persuasive, persistent and personable

Pay rate: $55,000 - $75,000 depending on experience.

This employer is an Equal Opportunity/Affirmative Action and E-Verify employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• El Cajon, CA 92020: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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