Customer Success Manager

Job Description

Overview:

Infinity Solar Group is looking for a proactive and organized Customer Success Representative (CSR) to play a dual role in our team. This role involves managing all inbound calls and emails, ensuring they reach the right internal team members, and supporting our sales efforts in a setter role. The ideal candidate is an excellent communicator with a positive attitude, capable of providing superior customer service while helping to move sales opportunities forward.

Fast Growth: The successful candidate will have a growth-oriented mindset, with either existing experience in managing a CSR team or the capacity to build and lead one, eager to expand their management expertise in a fast-growing company.

Key Responsibilities:

1. Inbound Call and Email Management:

• Serve as the first point of contact for all inbound calls and emails, providing a friendly and professional greeting to clients.
• Efficiently triage inquiries to the appropriate internal team member or department, ensuring a quick and smooth handoff.
• Provide clear answers to clients seeking updates on their solar projects or looking for next steps, demonstrating a strong understanding of the customer journey.
• Maintain accurate records of all interactions in our CRM system, ensuring no lead or query goes unnoticed.

2. Sales Lead Setter (Residential & Commercial Clients):

• Respond promptly to incoming solar estimate requests from both residential and commercial clients.
• Follow up with clients on sent estimates, addressing any questions or concerns they may have.
• Book appointments for the sales team with potential clients, maintaining a well-organized calendar.
• Engage diligently with leads through phone calls, texts, and emails to ensure no sales opportunities are missed.
• Set reminders and tasks for future follow-ups, maintaining a comprehensive lead tracking system to manage potential sales.

3. Customer Satisfaction Management:

• Establish and continually improve customer satisfaction and loyalty throughout the sales process, operations, and installation phases.
• Conduct exit interviews and follow-ups with existing clients to gather feedback and address any concerns.
• Develop, implement, and operate a Client Success program, ensuring clients receive ongoing support and positive experiences.
• Report on key performance indicators (KPIs) and client satisfaction trends to management, offering insights and recommendations for continuous improvement.

Qualifications:

• Experience, or ability to excel, in managing others as the CSR department will grow rapidly.
• Experience in sales, customer service, or account management, ideally within the solar or renewable energy industry.
• Strong communication and interpersonal skills, with the ability to build relationships with clients quickly.
• Ability to handle challenging conversations and steer them towards positive, solutions-based outcomes.
• Excellent time management and organizational skills, with a keen eye for detail.
• Proficiency in CRM software and other sales/communication tools.
• Self-motivated, results-driven, and capable of working both independently and as part of a team.

What We Offer:

• Competitive salary, including a benefits package and performance-based incentives.
• Opportunities for professional growth and development within the renewable energy industry.
• A supportive work environment with a focus on collaboration and empowerment.
• The chance to be part of a mission-driven company focused on empowering individuals and businesses through clean energy solutions.

Term and Compensation:

• 40hrs per week. 3-month probation period.
• Ability to work permanent, full-time with room for career advancement.
• Wage Range $21-28/hr
• Company profit sharing
• Full benefits package

Job Types: Full-time, Permanent

Pay: $50,000.00-$75,000.00 per year

Additional pay:

• Bonus pay
• Commission pay
• Overtime pay

Benefits:

• Casual dress
• Dental care
• Extended health care
• Paid time off
• Profit sharing
• Work from home

Flexible language requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application question(s):

• Are you passionate about the clean energy transition and societal system changes at large?
• Are you a Canadian Citizen or Permanent resident currently living in BC or Alberta?
• Will you thrive in a fast-paced start-up company that continues to grow internal systems and processes?

Experience:

• Customer relationship management: 5 years (required)

Language:

• English (required)

Work Location: Hybrid remote in Calgary, AB T2G 4M6

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