Dispute Resolution Manager

Join the Solar For All Revolution!

At PosiGen, we are passionate about providing money saving solar and energy efficiency solutions for people of all income levels. We are seeking an equally passionate Dispute Resolution Manager to lead a team of Dispute Resolution Specialists who will be focused on handling high impact escalations, complaints, issue resolution, and improving the customer experience.

The Dispute Resolution Manager will have a high degree of influence and accountability for owning and resolving overall disputes and reducing friction in our customers’ experience with us. This leader is responsible for making sure the team carries out the complaint resolution policy and implements corresponding standard operating procedures, while simultaneously identifying and eliminating the primary root causes in order to prevent recurrence.

Essential Job Functions

• Provides leadership and oversees the handling of escalated customer complaints, including BBB and other public forum or regulatory complaints, from intake to resolution.
• Communicates directly with the customer as needed using phone, email and SMS to find resolution to complaint.
• Acquires and retains staff by recruiting, selecting, orienting, training, coaching and recognizing team members. Responsible for the teams’ productivity, morale and well-being.
• Ensures team thoroughly documents internal assessment of customer issues in the CRM, currently Salesforce.
• Provides coaching and feedback to Customer Care team and other interested stakeholders to increase product knowledge, resolution options, and increase consistency in servicing.
• Tracks and monitors responsiveness to customer complaints.
• Creates and standardizes reporting on escalation types, including root cause analysis, to promote continuous internal feedback for reducing future customer issues and escalations.
• Exercises good judgment to resolve escalations with minimal supervision and within scope of authority

Competencies

• Ability to monitor and motivate a production-based, and customer-facing team
• Must have acumen in goal setting, team organization and financial planning
• Ability to quickly become proficient with all products and lease agreements in all the markets
• Advance communications and analytical skills
• Ability to work independently and prioritize workload and make decisions on complex matters.
• Ability to manage a large number of inquiries per day via inbound/outbound phone calls and emails

Education/Experience

• College degree or equivalent work experience
• Solar experience a PLUS!
• 3-5 years of progressive experience in a call center or collection agency is preferred.
• Experience working with claim evaluation, legal regulations, and/or financial settlements preferred
• Minimum of 2 years of supervisory experience in dispute resolution environment
• Knowledge of Billing, Collections and Customer Service procedures
• Proficient in Salesforce, Google Suite products, including Gmail, Google Docs, Google Sheets, etc.
• Excellent written, verbal communication and customer service experience and skills are required

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.