The Customer Support Supervisor will 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) timemanagement3) accountability for performanceminimums4) 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.



JOB 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.


• Managethe customer experience as it relates to contract implementation and processing for Sunnova products and services, as well as solar system installation.


• Throughouttheinstallation 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.

• 2-5 years’ work experience in a call center supervisor role


• Strong customer service and management skills


• Strong written and communicationskills


• (link removed)experience preferred


• Flexibleschedule- Weekends and evenings mayberequired and schedule may change due to business needs


• Bilingual in Spanish and English preferred


• Undergraduate degree preferred

LOCATION: HOUSTON, TX OR OTHER



We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.



If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.