Customer Experience Manager

Description:

PosiGen is seeking a Customer Experience Manager, Channel Support (New Homes) to oversee daily operations at its Solar Contact Center in Houston, TX. This full-time, on-site role leads a high-performing customer service team focused on supporting new residential solar installations for new home customers and channel partners.

The role involves end-to-end customer experience management, from scheduling and installation through activation and post-installation support. The manager will supervise team leaders and customer service reps, optimize workflows, ensure effective use of Salesforce and CCaaS systems, and champion customer satisfaction through proactive engagement and quality control.

Key Responsibilities:

• Lead contact center operations with a focus on New Homes and Channel Partner support.

• Manage inbound/outbound communications, case handling, scheduling, and issue resolution.

• Develop and maintain SOPs and escalation paths specific to new home installations.

• Collaborate with Sales, Operations, and Field Services to resolve installation and activation issues.

• Monitor team KPIs such as CSAT, FCR, and resolution times; drive performance improvement.

• Act as SME for new homes customer experience, including onboarding and support.

• Handle escalated customer issues and ensure professional, timely resolution.

• Coordinate with Training and Quality teams to upskill staff and enhance knowledge base.

• Leverage industry trends and insights to improve solar-related customer experience processes.

Required Competencies:

• Strong leadership and team management skills with a history of developing successful support teams.

• Excellent problem-solving, decision-making, and escalation management capabilities.

• Deep understanding of solar installations, customer onboarding, and post-installation services.

• Excellent interpersonal and communication skills across teams and external stakeholders.

• Proficiency with Salesforce and cloud-based contact center tools (CCaaS).

• Strong organizational and multitasking skills with a process improvement mindset.

• Comfort with handling customer financial documents like leases and utility bills.

Education:

• Bachelor’s degree in Business Administration, Customer Service, or related field (preferred)

Physical Demands:

• Requires speaking, listening, walking, standing, use of hands, and reaching regularly

• Occasionally requires lifting objects up to 40 pounds

• Vision: must support both close and long-range focus, depth perception, and color differentiation