Customer Care & Collections Operations Manager

Join the Solar For All Revolution!

PosiGen is a company that aims to provide solar and energy-efficiency solutions that help people save money, regardless of their income level. Currently, we are looking for a Customer Care & Collections Operations Manager who shares our passion and can lead the day-to-day operational management of our Customer Care & Collections departments. This includes setting goals, tracking and measuring KPIs, analyzing issues, and developing business requirements for process and technology development. The ideal candidate should have experience in contact center technology and customer service principles, as well as process improvement and data analysis. The role would require developing and monitoring cross-functional workflows and identifying the root causes for customer experience gaps. The insights gained from this analysis will be used to create actionable plans for change.

This position is REMOTE/HYBRID

Essential Job Functions

• Set and manage goals for the Customer Care and Collections departments, including KPIs such as customer satisfaction, response time, first call/case resolution and average days delinquent, etc.
• Work with IT to identify and develop technology solutions to improve customer experience workflows and customer communication
• Make recommendations for hiring, training, and development of Customer Care & Collections team members
• Ensure that the Customer Care & Collections teams are providing excellent customer service by reporting on performance and quality and coaching on course corrections
• Track and measure KPIs and report on progress to senior management
• Contribute to training curriculum by documenting process, technology and customer treatment enhancements
• Lead and manage functional projects according to scope, deliverables and timelines
• Analyze customer issues and identify root causes
• Develop, document and implement process improvements to improve customer experience in Care & Collections

Education/Experience

• Bachelor's degree in business administration, customer service, or a related field
• 5+ years of experience in contact center operations, including at least 3 years in a management role
• Strong understanding of customer service principles and best practices
• Experience with Collections business strategies and success in implementation and measurement of Collections KPIs
• Experience in renewable energy sector strongly preferred
• Experience with process improvement and project management
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Google suite - Google Slides, Google Forms, Google Meet, Google Chat, Google Sheets (proficient), Google docs, Gmail
• Salesforce Case Management and Reporting
• Analytics Software (Power BI, Signma WFO)

About PosiGen

PosiGen is a people-centric, rapidly growing residential solar company committed to making Solar For ALL a reality. We aim to simplify solar, improve home efficiency, and generate opportunities for the underserved through our first of its kind, no credit check, guaranteed savings solar leasing program.

As employees at PosiGen, we are passionate about furthering our mission of Solar For ALL. At PosiGen, we celebrate the individual and foster an environment where employees can be their true self. We strive to live every day by our values:

• Act with Integrity
• Be Humble, Be Kind
• Collaborate and Seek to Understand
• Deliver on our Promises
• Engage Passionately

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.