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Director of Customer Service Operations

Company: Qmerit
Location: Irvine
Posted on: May 14, 2022

Job Description:

Job DescriptionTHE COMPANY: Qmerit, headquartered in Irvine, California, simplifies the adoption of electrification products for single and multi-family residential and small business markets. A leader in green energy transformation, the company provides value-driven services throughout the renewable energy equipment implementation lifecycle. This lifecycle is delivered through Qmerit's network of company-owned contractors, value-added resellers, and independent certified service providers, skilled in system application and integration as well as ongoing maintenance. Combining this nationwide network of certified electrical contractors with the company's digital managed services platform and white-glove concierge services, Qmerit delivers customers an unmatched quality experience when installing electric vehicle charging stations and integrating to battery storage, solar systems, emergency power, and microgrid solutions.JOB DESCRIPTION: Director of Customer Service OperationsThe Customer Service leadership role is a vital part of Qmerit's business operations. This role is responsible for ensuring that Qmerit's partners; Auto OEMs and their dealers, Electrification Technology Manufactures, Fleet Management Companies, Contractors, Residential Homeowners, and Commercial clients across a wide range of vertical markets receive an exceptional service experience. You will be responsible for all aspects of People, Processes, Technology, and Business Indicators of quality service operations as part of the customer journey in the U.S. market with support to the Canadian Operation to ensure that all customers receive exceptional service at every touchpoint. With over seven hundred contractor partners serving over two thousand EV installer locations across the U.S. and growing daily, you will be responsible for ensuring install requests are handled in a timely manner and ensuring our contractors use the Qmerit platform to keep their information and customers updated. Your #1 objective is to ensure our Customers, Partners and Contractors have exceptional interactions with Qmerit that will produce "Raving Fans"! This position requires strategic direction by constantly monitoring customer satisfaction and industry trends and then recommending new processes, operational standards and customer service procedures based on the findings. Continual innovation to advance service level performance, and tracking and reporting of detailed metrics on the performance of contractors and partners critical to the customer journey. Essential to the success of the position is the use of the Qmerit software platform and reports portal, HubSpot, Ring Central, Microsoft Office products, and working closely with the Qmerit software development team and Contractor Success team. You will report to the Vice President Client Success and the position will reside in Irvine, CA. YOUR OBJECTIVES ARE TO:

  • Set Customer Success service protocols to achieve CSAT Scores > 9.0 across all programs
  • Develop and model service level standards focused on reducing response times and providing high customer satisfaction.
  • Draft, implement, and execute processes and procedures to facilitate a quality customer service experience.
  • Direct and oversee all aspects of the customer service SOPs, objectives, and initiatives.
  • Train and oversee operational and process standards to ensure customer requests are responded to within 24 hours.
  • Identify patterns of incoming calls and service tickets with outbound solutions that are predictive indicators of success.
  • Use Customer Insight and Root Cause Analytics to identify customer service improvements and present these to the leadership team.
  • Hire, onboard, and train customer support team members in the US and Canada.
  • Administer constructive and timely performance evaluations with career development guidance.
  • Work effectively with all peers and other divisions including Solutions, Product Development, Finance, Marketing, Workforce Development, and Contractor Success to negotiate and influence improvements in the customer experience.
  • Manage a local and remote workforce.
  • Responsible for meeting cost center budget by maximizing utilization of team.YOUR RESPONSIBILITIES INCLUDE:
    • Oversight of the day-to-day operations of the Customer Service organization
    • Daily management of Customer Service workflow
    • Act as the voice of the customer across the organization
    • Ensure timely fulfillment of all program requirements and customer requests
    • Lead team through diplomacy and accountability
    • Analyze performance and operational KPI reports to identify trends and anomalies
    • Implement "get well" plans for performance and operational issues
    • Implement solutions to enhance customer and contractors' experiences
    • Implement new programs into Customer Service workflow
    • Create, communicate, and maintain quality control policies and standard work procedures
    • Drive innovation of processes and technology
    • Resolve complex customer and contractor issues and escalations
    • Identify system requirements to enhance workflow
    • Manage support ticket and call queue processes for optimization
    • Enhance "First Call " resolution metrics
    • Drive results through training and role-playing
    • Oversee contractor training for new platform activities
    • Responsible for learning electrification market and technical terms
    • Oversight of invoicing/billing for contractors and program sponsorsQUALIFICATIONS YOU NEED:
      • Bachelor's degree or equivalent operations experience; MBA a plus
      • Minimum of eight (8) years of customer service management experience
      • Proven senior management experience in Customer Service or Operations Management positions
      • Proven relationship management experience at a senior, strategic level role
      • Established track record of exceeding targets, KPIs, and SLAs in quality-led, legislative compliant environment
      • Superior interpersonal and effective communication skills and ability to build relationships
      • Strong operational data analytic skills
      • Experienced in problem-solving and organization skills
      • Strong leadership skills
      • Proactive contingency planning competency
      • Project Management and systems implementation experience
      • Ability to apply technical solutions to customer and contractor workflows
      • Diplomacy, tact, and poise under pressure when working through customer issues
      • Experienced at recruiting and hiring qualified customer support representatives and team leads
      • Experience with CRM/ERP systems, specifically Hubspot, Ring Central, and MS office suite, including omnichannel support services
      • Proven ability to multi-task in a highly dynamic environment
      • Knowledge in Renewable Energy a plus
      • Canadian/International operational experience a plus Compensation/Benefits: Salary DOEFull Benefit Package including Medical/Dental/Vision. Nine (9) paid Company Holidays, three (3) weeks of paid vacation per year, forty (40) hours of sick leave per year as further described in the sick leave policy, life and long-term disability insurance, 401k Plan. As an Equal Opportunity Employer, Qmerit is committed to diversity in the workplace.Powered by JazzHRIgq2vhTJmF

Keywords: Qmerit, Irvine , Director of Customer Service Operations, Hospitality & Tourism , Irvine, California

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