Customer Service Team Lead

Customer Service Team Lead

Momentum Solar is a leading residential solar provider with offices across the United States. Founded in 2009, Momentum has experienced significant growth by delivering comprehensive, end-to-end solar solutions that provide homeowners with a seamless transition to renewable energy.

We are seeking an experienced and motivated Customer Service Team Lead to join our Customer Service Department. This role is responsible for supporting both customers and employees, leading a team of customer service representatives, and ensuring exceptional service across all customer touchpoints.

Key Responsibilities

• Train, mentor, and manage customer service associates handling a high volume of inbound and outbound phone calls, chats, and emails.
• Provide leadership and guidance to ensure excellent customer experience and timely issue resolution.
• Handle escalated customer concerns with professionalism, patience, and sound judgment.
• Develop and maintain subject matter expertise in solar technology, renewable energy, and company processes.
• Serve as the first point of escalation for customer inquiries, issues, and service-related concerns.
• Utilize multiple systems and applications to research customer accounts, gather information, and communicate findings to management.
• Accurately document customer interactions and maintain up-to-date records within company databases and CRM systems.
• Monitor team performance and support continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Collaborate with cross-functional departments to resolve customer issues and improve service delivery.

Qualifications

Required

• Minimum of 4 years of customer service experience.
• Minimum of 4 years of relevant professional experience.
• Proven ability to work effectively in a team-oriented environment.
• Strong leadership, communication, and interpersonal skills.
• Exceptional attention to detail and organizational abilities.
• Ability to thrive in a fast-paced, high-volume work environment.
• Experience managing and interacting with diverse personalities and customer situations.
• Ability to take direction, provide feedback, and work collaboratively with senior management.
• Bachelor's degree or equivalent professional experience.

Preferred

• Previous team lead, supervisory, or management experience in a customer service environment.
• Experience using CRM platforms such as Salesforce, HubSpot, Zendesk, or similar systems.
• Prior call center or contact center experience.
• Experience managing customer service metrics, quality assurance, and performance goals.

Benefits

Momentum Solar offers competitive compensation, career advancement opportunities, and the chance to be part of a growing organization committed to renewable energy and sustainability.

Job Type: Full-time

Equal Opportunity Employer

Momentum Solar is an Equal Opportunity/Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or sexual orientation.