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Supv, Customer Serv

Req ID:  103682

Do you want to change the world? We do, too.
 
The energy market is roughly $4 trillion globally, and solar penetration is less than 1%.  But just one hour of sunlight, if harnessed, could power the entire world for a year. We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.
 
SunPower is a global solar energy solutions company with a rich heritage of pioneering the best energy technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency and guaranteed performance, and our company is unmatched in terms of global reach and scale. Through design, manufacturing, installation and ongoing maintenance and monitoring, SunPower provides its proprietary, world-record efficient solar technology to residential, commercial and utility customers worldwide.
 
SunPower is changing the way our world is powered every day with a brilliant, passionate and driven team of more than 2,000 in North America and the Philippines. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.
 
We believe that our employees create our brand – with each project, each communication, each task completed and each interaction. Experience is critical to SunPower in regards to not only our customers but also our employees and dealer partners. As such, we strive to hire candidates that are service focused. The experience we would expect the ideal person to deliver is:

 

SUMMARY OF ROLE:

As a supervisor, you will be responsible for leading a team of Support Specialists in receiving customer inquiries, investigating requests, answering questions, and resolving problems.  The ideal candidate will consider their employees to be their most important resource and strive daily to create a positive culture within the organization. You will be responding to inquiries, managing complaints, troubleshoot significant customer service problems, and providing general information. You will help lead and be a member of our primary U.S.-based contact team for our consumers.

 

This role will continually assess and improve the skill level of the teams' Associates and manage/oversee individual performances using coaching as a key lever for development. The Supervisor will ensure that approved work processes and operational effectiveness are executed within SunPower’s standards and policies while looking for opportunities for improvement. This role is expected to directly manage customer escalations, investigating as required and providing resolution to customers within defined timelines and standards.

The Supervisor continuously monitors, assesses, and manages risk within the team ensuring adherence to operational requirements, taking appropriate action(s) and/or escalating to the appropriate parties as required. The Supervisor is required to manage escalated incoming telephone calls in an informed, professional, and efficient manner.

 

This team is an advocate for the customer and will collaborate with other departments to help achieve the customer’s goals. This role requires a detailed understanding of SunPower products, customer environments, and technical windows. A successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.

 

Responsibilities:

  • Ability to identify gaps in processes and convey those finds to management
  • Advocate customer needs/issues cross-departmentally
  • Evaluate phone, email, and chat conversations
  • Investigates customer service issues as needed
  • Anticipating escalation and taking over calls whenever needed
  • Evaluate performance with key metrics and provide one on one coaching
  • Able to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
  • Understanding of reporting and experience in basic analysis
  • Proficiency with technology, especially computers, software applications, and phone systems
  • Help onboard new customer excellence team members

 

Minimum Education and Experience:

  • High school diploma or equivalent required.
  • Associates degree and 4+ years related experience OR equivalent combination of education and years of related experience.

 

Equal Employment Opportunity
The Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.


EOE Minorities/Females/Protected Veterans/Disabled

SunPower Supports EEO

Accommodation for Applicants to SunPower Corporation
SunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation: jobs@sunpower.com. Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

 

NOTICE TO ALL APPLICANTS AND EMPLOYEES

Availability of Affirmative Action Plan for Review

SunPower is a federal government contractor. As a part of the Company’s obligations under law, it must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime Or Campaign Badge Veterans and for Women and Minorities as specified by law. Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicants and employees, consistent with applicable law, which will be made available during office hours by contacting the EEO Officer.

 

 

 

SunPower Values

  • Put Customers First
  • Win Together
  • Lead Decisively
  • Innovate Relentlessly
  • Do the Right Thing


Nearest Major Market: Austin

Job Segment: Manager, Management

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