Sunrun is the nation's leading home solar, battery storage, and energy services company. Our mission is to confront our planet's biggest challenge, climate change, by creating a planet run by the sun. This mission requires passion, determination and a diverse growing army of talented professionals. Explore joining our mission by connecting with Sunrun's Talent Network or submitting an application to this job today.
Supervises team of Solar Advisors within the call center. The Solar Advisors are responsible for making and receiving telephone calls from potential customers with the main objective of lead qualification and scheduling site appointments. The Solar Advisor Supervisor is responsible for the daily activity of call center policies and procedures. Ensures quotas such as speed-to-lead (S2L), lead to oppty (L2O) appointments set, orders and quality are being met. Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. A wide degree of creativity and latitude is expected. Reports to the Call Center Manager. The Solar Advisor Supervisor coordinates daily activities, assigns team responsibilities, manages team personnel and produces reports to support Call Center operations. The supervisor provides call support as needed, functions as the first contact for supervisor calls, and manages the training, reference materials and tools for existing reps as well as new hires. The position is responsible for using tools and applications to monitor and track intraday and daily/monthly performance; driving departmental and customer facing improvement initiatives within the company; The Supervisor must utilize their advanced knowledge and abilities to establish quick resolutions to assure all SLA's are met consistently.
Oversee daily functions and assigns work for a team of Solar Advisors Monitor call reporting and forecasting to manage staffing and call routing to aggressive SLAs Serve as point of escalation for customer and employee requests Maintain high standards of service and customer retention Conduct one-on-one performance reviews, team meetings and coaching sessions as needed Maintain standards for call volume, conversion, answer times, quality and results by monitoring and tracking stats Produce a variety of reports Make recommendations on process and tool improvements Work towards exceeding all SLA's consistently Provide leadership, direction, training and monitoring of Solar Advisors Develop and drive improvement initiatives Monitor measure and coach agents against stated performance metrics and tools Assess company and departmental needs, understanding plans and priorities and the success of meeting objectives Technical, supervisory and human relations skills utilized daily Special projects as assigned by Call Center Manager.
3+ years Inside Sales/Call Center experience required 2+ years of leadership experience Must be in current position for a minimum of 6 months Familiarity with Call Center reporting, KPIs and SLAs Advanced customer relations skills Excellent oral and written communication and exceptional interpersonal skills Experience with Salesforce and/or comparable CRM systems preferred Strong computer skills required including Outlook, Word, Excel, PowerPoint and Internet Explorer Must be able to work under pressure and adapt to change Resolution oriented, takes initiative Good organizational, time management and follow-up skills College degree or relevant experience preferred Ability to be flexible in work schedule including nights/weekends/split days off PHYSICAL DEMANDS Be able to remain in a seated position for more than 50 percent of the workday Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment Ability to exert up to 10 pounds of force and occasionally lift and or move up to 15 pounds Have adequate visual and hearing acuity to follow instructions, operate office equipment and determine accuracy of the work assigned
Solar Careers For All
Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination and harassment of any kind. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun. That's why we strive to make solar inclusive. Our commitment to Diversity & Inclusion drives our ability to build diverse teams and develop inclusive work environments. We do our best to make sure all people feel respected, supported and connected at work. That includes our support for members and allies of all underrepresented groups through our internal employee networks such as Sunrun Women's Network, Sunrun's Veterans Network ("Liberty"), Women in Tech, and Sunrun's LGBTQ affinity group. We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you have a disability or special need that requires accommodation, please let us know.