Customer Experience Supervisor - Bilingual

Job Description

IntelliSource is searching for a bilingual (Spanish/English) Customer Experience Supervisor to join our solar industry partner's team in Denver! Our partner helps people get access to solar at an affordable price with no installation required.

This is an exciting and complex job that requires excellent communication, organization skills, and data entry management.

The Customer Experience Representative is responsible for interfacing with customers, sales representatives, marketing, and development teams to handle a variety of questions.

You would learn about solar and respond to and provide assistance to our partner's customers and internal stakeholders in areas such as billing, information updates, transfers, agreement inquiries, and some administrative tasks.



*Monday-Friday schedule working remotely



*$60k starting salary



*Minimum 3 years of related work experience



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*Bilingual Spanish and English required, written and verbal

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Job Duties:

• Responsible for assisting with incoming calls and making outbound calls to resolve customer inquiries when needed

• Friendly and professional phone etiquette

• Oversee the Customer Experience Team with a focus on providing a premium customer experience

• Demonstrate a working competency of all work

• Determines and develops approaches to administrative customer service assignments and research

• Understand department metrics and how they operate in the production environment

• Interact with employees and partners daily, responding to questions, concerns, and resolving escalations

• Solves a broad range of customer service problems varying in scope and complexity

• On-board new employees and assist with training and development

• Coach to previously established metrics, employee attendance, and behaviors

• Provide disciplinary action when necessary, up to and including termination

Qualifications:

• Proficiency with Windows operating system and Microsoft Office (Word, Xcel, Power Point, etc.)

• 3+ years of customer service experience

• Excellent verbal and written communication skills

• A proven ability to connect and work with people individually and as a team

• Ability to manage heavy phone and email activity

• Ability to translate skills to employees through training and mentoring

• Have a desire to delight customers and go above and beyond the call of duty

• Be able to clearly articulate messages to a variety of audiences

• Can establish and maintain strong relationships

• Be able to offer alternate solutions to existing processes/procedures

• Have time management in fast paced environment

• Possess organizational skills to maximize productivity

• Produce work that is accurate and with eye for detail

• Seek to improve the job and provides solution-oriented feedback

• Demonstrate business judgment by knowing when to work independently and when to collaborate

• Can solve complex issues that are in the b...