Customer Service Manager
Cypress Creek RenewablesDurham, North Carolina
Full Time
Posted January 14, 2025
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Job Description
The Customer Service Manager will oversee client support and operational excellence within the Solar and Storage Operations and Maintenance division, ensuring service delivery aligns with client expectations and fostering strong relationships while continuously seeking improvements to enhance client satisfaction.
Key Responsibilities
- Serve as a primary point of contact for daily operational inquiries and client requests.
- Troubleshoot and resolve service-related issues promptly, ensuring alignment with service level agreements (SLAs).
- Prepare for and facilitate weekly or bi-weekly customer discussions to review ongoing activities, updates, and concerns.
- Ensure the delivery of Solar and Storage O&M services meets client expectations and SLAs.
- Collaborate with internal teams to address operational challenges and maintain service continuity.
- Proactively monitor service activities to ensure timely and efficient execution of maintenance schedules and issue resolution.
- Conduct regular check-ins to monitor client satisfaction and address concerns.
- Facilitate service performance reviews with clients to ensure transparency and alignment.
- Identify areas for improvement in operational workflows and collaborate with internal teams to implement solutions.
- Provide regular, detailed reports on service metrics, including uptime, response times, and client satisfaction levels.
- Manage ShareFolder and CMMS access, ensuring proper documentation uploads and compliance with client requirements.
- Partner with the Account Manager to ensure alignment on client strategies, objectives, and growth opportunities.
- Escalate strategic concerns, client challenges, or potential growth opportunities to the Account Manager as needed.
- Collaborate with cross-functional teams to ensure smooth service delivery and continuous improvement.
Requirements
- Bachelor's degree in business, engineering, renewable energy, or a related field or equivalent experience.
- 3 years of experience in customer service, operations, or a related role, preferably within the renewable energy or utilities sector.
- Familiarity with Solar PV and Energy Storage systems, including their operations and maintenance.
- Experience with service management tools, CMMS platforms, and reporting systems.
- Exceptional interpersonal and communication skills.
- Strong organizational and problem-solving abilities.
- Ability to manage multiple priorities and maintain attention to detail in a fast-paced environment.
Benefits & Perks
15 days of Paid Time Off, accrual up to 20 days, 11 observed holidays
401 k Match
Comprehensive package including medical, dental, vision and health insurance
Wellness stipend
Family planning stipend
Generous parental leave
Tuition Reimbursement
Phone Bill Reimbursement
Fully expensed company travel
Mileage reimbursement
Company Swag
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