Customer Service Manager

Cypress Creek Renewables is seeking a Customer Service Manager in Durham, NC, to oversee client support and operational excellence in their Solar and Storage O&M division. The role involves resolving daily operational inquiries, ensuring service delivery meets client expectations, enhancing customer satisfaction, and identifying process improvements. Strong organizational and communication skills are essential, along with knowledge of the renewable energy industry.
The Company

Cypress Creek Renewables (CCR) is a leading renewables IPP. We develop, finance, own and operate utility-scale and distributed solar and storage projects across the country. Our mission is to power a sustainable future, one project at a time. Since inception, CCR has a development pipeline of more than 30GW. Today we own 2.2GW of solar and through our Operations and Maintenance Services business, Cypress Creek Solutions, we operate 4.9GW of solar projects. The Cypress Creek Solutions organization offers a variety of services to the solar and storage market including turnkey operations and maintenance contracts, module washing, array services, EPC milestone inspections, and Inverter Specialty Services.

Fostering a diverse group of innovative thinkers from all backgrounds, CCR people are drawn to work in a purpose-driven organization. We hope you will join us.

Position Overview

We are seeking a detail-oriented and client-focused Customer Service Manager (CSM) to oversee day-to-day client support and operational excellence within our Solar and Storage Operations and Maintenance (O&M) division, Cypress Creek Solutions. The CSM will ensure service delivery aligns with client expectations, maintain strong relationships, and continuously seek improvements to enhance client satisfaction. This role requires strong organizational, communication, and problem-solving skills, as well as an understanding of the renewable energy industry.

Key Responsibilities

Day-to-Day Issue Resolution
• Serve as a primary point of contact for daily operational inquiries and client requests.
• Troubleshoot and resolve service-related issues promptly, ensuring alignment with service level agreements (SLAs).
• Prepare for and facilitate weekly or bi-weekly customer discussions to review ongoing activities, updates, and concerns.

Service Delivery Oversight
• Ensure the delivery of Solar and Storage O&M services meets client expectations and SLAs.
• Collaborate with internal teams, including field technicians and engineers, to address operational challenges and maintain service continuity.
• Proactively monitor service activities to ensure timely and efficient execution of maintenance schedules and issue resolution.

Customer Satisfaction
• Conduct regular check-ins to monitor client satisfaction and address concerns.
• Facilitate service performance reviews with clients to ensure transparency and alignment.
• Obtain updates on ongoing service activities and communicate effectively with clients to manage expectations.

Process Improvement and Reporting
• Identify areas for improvement in operational workflows and collaborate with internal teams to implement solutions.
• Provide regular, detailed reports on service metrics, including uptime, response times, and client satisfaction levels.
• Manage ShareFolder and CMMS (Computerized Maintenance Management System) access, ensuring proper documentation uploads and compliance with client requirements.

Internal Collaboration
• Partner with the Account Manager (AM) to ensure alignment on client strategies, objectives, and growth opportunities.
• Escalate strategic concerns, client challenges, or potential growth opportunities to the AM as needed.
• Collaborate with cross-functional teams to ensure smooth service delivery and continuous improvement.

Education and Experience
• Bachelor’s degree in business, engineering, renewable energy, or a related field (or equivalent experience).
• 3+ years of experience in customer service, operations, or a related role, preferably within the renewable energy or utilities sector.

Technical Skills
• Familiarity with Solar PV and Energy Storage systems, including their operations and maintenance.
• Experience with service management tools, CMMS platforms, and reporting systems.

Soft Skills
• Exceptional interpersonal and communication skills.
• Strong organizational and problem-solving abilities.
• Ability to manage multiple priorities and maintain attention to detail in a fast-paced environment.

Key Competencies
• Client-Centric Focus: Commitment to delivering excellent service and maintaining high client satisfaction.
• Operational Excellence: A results-oriented mindset to ensure timely and effective service delivery.
• Collaboration: Ability to work effectively with internal teams and align on client needs.

Be part of a dynamic team driving renewable energy solutions and providing exceptional service to clients in the Solar and Storage O&M industry. If you're passionate about operational excellence and customer satisfaction, we want to hear from you!

Location: The role will be based in Durham, NC and go into the office on a hybrid schedule.

Benefits:
• 15 days of Paid Time Off, accrual up to 20 days, 11 observed holidays.
• 401(k) Match
• Comprehensive package including medical, dental, vision and health insurance
• Wellness stipend, family planning stipend, and generous parental leave
• Tuition Reimbursement
• Phone Bill Reimbursement
• Fully expensed company travel, mileage reimbursement
• Company Swag

A note to Recruiting Agencies Cypress Creek Renewables Human Resources team does not accept unsolicited resumes from third party recruiters, staffing firms, or related agencies. The Human Resources team coordinates all recruiting and hiring at our company. We do not accept resumes from third-party recruiters unless authorized by the Human Resources team and if a signed agreement is in place. Any unsolicited resumes will be considered property of CCR and we are not responsible for any related fees. All communication related to recruiting partnerships should ONLY be directed to the Human Resources team.

Cypress Creek Renewables is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. We are committed to providing a workplace that is inclusive and values diversity, and we encourage candidates from all backgrounds to apply.