Customer Support Supervisor

Brief Description of Sunnova

Sunnova (NYSE: NOVA) is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.   At Sunnova, we embrace diverse perspectives, vibrant creativity and forward-thinkers who share our zeal for a sustainable future. A career with us means pushing beyond traditional limits, exploring new horizons, collaborating with like-minded peers, and transforming the energy industry for the better.   If you're excited about being a part of the fastest-growing segment of the energy industry, we encourage you to apply!

THE CUSTOMER SUPPORT SUPERVISOR POSITION Sunnova Energy is searching for a Customer Support Supervisor to be responsible for overseeing the daily support provided to Sunnova’s customers and partners. The supervisor is responsible for managing, coordinating and supervising the daily activities that occur within their operations area, provide leadership, motivation and guidance on operational requirements. Manage and establish processes to ensure that all newly installed systems receive consistent verification and documentation focusing on: 1) customer and partner relations 2) time management 3) accountability for performance minimums 4) quality control. Manage the continuous improvement activities of the team and ensuring company policies are followed. It is critical that the Supervisor develops and maintains a positive work environment and culture.

Responsibilities

• Manage, lead and coach Customer Support Specialists (CSS).
• Improve production levels of CSS’s through daily and weekly team meetings and coaching sessions.
• Work with Management and Training department to coordinate new hire and continuing education training.
• Review analysis of CSS phone coverage and performance; help insure agent phone and email production on a daily basis in order to meet service level goals.
• Manage the maintenance of data integrity to ensure policies and procedures are properly followed.
• Maintain and make recommendations to improve departmental practices. Prepare and deliver CSS performance reviews.
• Monitor reports to meet and exceed operational goals.
• Manage project guidelines.
• Uphold the highest level of customer service.
• Manage the customer experience as it relates to contract implementation and processing for Sunnova products and services, as well as solar system installation.
• Throughout the installation process, manage and monitor the communications with customers, internal departments and Partners to validate submitted information and documents.
• Manage a team of Customer Support Specialists to track compliance with documentation requirements and project deadlines.
• Communicate with partners through the installation team throughout the process to correct and exceptions and/or process change orders.
• Participate in continuous process improvement activities as part of the contact center team.

Minimum Requirements

• Strong customer service and management skills
• Strong written and communication skills
• Flexible schedule - Weekends and evenings may be required and schedule may change due to business needs

Preferred Qualifications

• 2-5 years’ work experience in a call center supervisor role
• Salesforce.com experience preferred
• Bilingual in Spanish and English preferred
• Undergraduate degree preferred

Working Conditions

• Open-office environment

Physical Requirements

• Extended period of time working at a computer workstation

Benefits

• Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.
• Competitive compensation & annual bonus
• Paid time off, including 11 holidays and Paid Parental Leave