Customer Service Manager

The Customer Service Manager leads the Customer Service Department that serves as the first point of contact for inbound customer inquiries and complaints received by phone, email, web chat, text, and internal escalation. This role oversees the assignment and progression of customer cases originating from Customer Service, Project Concierge, Operations Management, Regional Vice Presidents, Finance Partners and online customer reviews, and involves ongoing monitoring of team KPIs, inbound volume, and case load throughout the day.

This position also works closely with team members to resolve sensitive customer situations and advocate for the customer experience. This role also supports training, coaching, and development of team members while collaborating with internal departments to resolve complex issues and minimize escalation to Legal or public complaints.

Supervisory Responsibilities:

• Directly supervises Customer Service team members and manages the day-to-day operations of the Customer Service Department.

• Directs and assigns work, establishes priorities, and coordinates departmental workload to support timely resolution of customer concerns.

• Monitors team performance, KPIs, inbound volume, and case load; provides coaching, feedback, and corrective action as appropriate.

• Provides guidance, training, and subject matter expertise to team members regarding escalation management, customer communication, and resolution strategies.

• Participates in and makes recommendations regarding hiring, disciplinary actions, performance evaluations, and staffing decisions.

• Assists in the development and implementation of departmental procedures, workflows, and best practices.

• Serves as a resource to internal departments on complex customer issues and resolution processes.

Duties/Responsibilities:

• Oversee the resolution of complex and sensitive customer issues, providing guidance and direction to team members and personally intervening in matters requiring management-level escalation or judgment.

• Support and guide direct reports in resolving customer cases, including analysis of energy usage and customer electric bills.

• Coach team members on de-escalation techniques and customer communication best practices.

• Assist in training and onboarding of new employees

• Provide ongoing feedback to team members to support performance and development

• Collaborate with Legal, Sales Success, and Operations Management on escalated cases

• Ensure proper documentation and case management standards are followed

• Identify trends in customer concerns and communicate findings to management

• Assist in developing and maintaining procedures and training materials

• Contribute to monthly reporting on team performance, trends, and opportunities

Required Skills/Abilities:

• Strong leadership, coaching, mentoring, and employee development skills.

• Demonstrated ability to exercise sound judgment and discretion in resolving complex customer matters.

• Strong problem-solving and conflict resolution skills, with the ability to de-escalate sensitive customer situations

• Ability to coach, guide, and support team members in a day-to-day supervisory capacity

• Strong organizational and time management skills with attention to detail

• Ability to manage multiple priorities in a fast-paced environment

• Effective interpersonal skills with the ability to collaborate across departments

• Ability to influence and motivate individuals without direct authority when needed

• Strong analytical skills, including the ability to review and interpret customer energy usage and billing

• Excellent written and verbal communication skills

• Professional demeanor with the ability to remain calm under pressure

Education and Experience:

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred

• 4+ years of experience in customer service, operations, or a related field

• Prior experience providing guidance, training, or informal leadership to team members preferred

• Experience handling escalated customer concerns or complaints strongly preferred

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.