Clearway Energy Group is accelerating the world’s transformation to a clean energy future. With more than 4.1 gigawatts of solar and wind energy assets in 25 states and a development pipeline across the country, we are offsetting the equivalent of nearly 9 million tons of carbon emissions for our customers. The company is headquartered in San Francisco, CA with offices in Carlsbad, CA; Scottsdale, AZ; Houston, TX; and New York, NY. For more information, visit www.clearwayenergygroup.com.
Reporting to the Director of Customer Acquisition, the Sales & Retention Call Center Manager will be responsible for developing and managing the operations of a multi-purpose call center for Clearway’s Community Solar organization. The manager will develop call center processes and strategies to achieve sales and retention targets, onboard customers, and retain customers across multiple markets with varying regulatory and product requirements. This position will be based in Clearway’s Houston, Texas office.
+ Ownership and accountability for building an effective multi-use internal call center that is focused on (i) sales, (ii) concierge support, and (iii) retention programming such as saves and winbacks
+ Develop implementation plans including sales and save/winback, projections, systems requirements, training specifications, staffing plans, presentation flows and scripting
+ Analyze detailed metrics for varying customer inbound lead sources and create action plans to adjust process/staffing/training to improve call center performance
+ Develop, implement, and refine sales and retention related processes that align with sales and retention strategies
+ Develop and maintain deep knowledge of CRM system to effectively make process, staffing, and marketing recommendations
+ Develop and implement product and process transition plans for new markets and new/revised products
+ Evaluate existing processes and practices to determine opportunities for improvements and optimizations
+ Work cross-functionally with marketing and other key stakeholders in aiding strategy and improving lead generation, pre- and post-sale customer experience, as well as developing communication plans, messaging, scripts and marketing collateral
+ Define and implement staffing, compensation, and incentive plans that considers the disparate needs of both sales and retention from the perspective of both customers and team members
+ Coach and develop a team of internal sales & customer care team members on daily, weekly, and monthly performance of sales and retention related calls (e.g. contact rate, conversion rate, process gaps, one-call resolution, voice and tone coaching, pitch development, etc)
+ Create business requirements for call center related projects/IT enhancements and provide ongoing business support to IT team that is implementing the enhancement
+ Review and analyze sales and retention metrics, develop recommendations for future initiatives based on results
+ Present analysis and recommendations to Community Solar leadership
+ Provide ongoing guidance to sales team on where to sell that aligns with overall project pipeline
+ Travel up to 20% of the time.
Knowledge & Skills
+ Strong analytical skills that can support and validate key product, process, and other key strategic decisions;
+ Demonstrates understanding of multiple facets of customer acquisition and retention and sales strategy;
+ Excellent relationship, influence and communication skills both verbally and in writing with superiors, colleagues, partners and project stakeholders;
+ Detail-oriented and self-motivated high achiever with ability to multi-task, prioritize and plan work and manage to deadlines;
+ Proficient user of common analytical software, CRM software (Salesforce preferred), and other Microsoft Office tools such as Excel and Powerpoint; and
+ Ability to travel up to 20% of the time.
Education and Experience
+ 2-5 years of experience managing call center sales operations
+ 2-5 years of experience managing a customer care call center including retention and win-back
+ A combined minimum of five years of experience across both call centers (Sales & Care) including defining call center process flow, managing metrics/reporting, and hiring/staffing of call center contractors;
+ 4-year degree required, degree in Operations Management preferred
+ Experience developing detailed reports in CRM
+ Experience analyzing call center metrics, developing and implementing changes based on findings
+ Experience working across disparate rulesets (for example, state/market regulatory requirements) highly preferred