Customer Experience Manager

Job Title: Customer Experience Manager

Job Type: Full-time, In-office

Venture Home is a solar and home electrification company headquartered in Stamford, CT with operations throughout the Northeast and Mid-Atlantic. Venture takes an employee and customer-first approach with the goal of providing the best experience possible! We are seeking an experienced customer service professional to manage and train our customer experience team, as well as help design and manage the journey for our customers.

Our mission is to help our customers take control of their energy costs by switching to cheaper, cleaner renewable power with solar energy and we need your help to do so! We are always looking for passionate, energetic, and customer-focused team members to join our mission of providing homeowners the best experience possible on their home improvement projects.

Responsibilities:

• Oversee and lead the customer service team, ensuring all daily tasks and pipelines are being managed in a timely and efficient manner.
• Manage team members and establish Key Performance Indicators (KPIs) to ensure the team is providing the best experience possible in the solar industry to our customers.
• Act as the primary point of contact for facilitating and handling customer escalations and complex issues.
• Lead by example with answering inbound calls, making outbound calls, and responding to customer emails at a high volume
• Handle escalations and coordinate with management and legal as needed
• Work with management to design and maintain the customer journey from initial contact through ongoing system operation
• Develop and implement new ways to streamline internal processes by building new Standard Operating Procedures (SOPs).
• Heavily focus on the use of AI tools and automation to increase team efficiency, improve the customer experience, and maximize output.
• Work closely with customers and internal departments to remove operational roadblocks and ensure customer expectations are surpassed.
• Maintain online reputation on various review websites and the BBB

Requirements & Experience:

• Prior experience in a leadership or managerial role, preferably within customer service or solar operations.
• Proven track record of identifying bottlenecks and implementing process improvements or automation.
• Must be available to work full-time in the office.
• CRM experience required 
• Must be a self-motivated team player with a strong work ethic and customer service focus.  
• Must be highly organized and possess strong attention to detail to manage a busy department.
• Excellent interpersonal, written communication, and problem-solving skills.

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