Our mission at Enphase Energy is to advance a sustainable future for all.

Today, our intelligent microinverters, which turn sunlight into an affordable, safe, reliable, and scalable source of energy, work with virtually every solar panel made, and when paired with our award-winning smart battery technology, we engineer one of the industry's best-performing clean energy systems. To date, we have installed more than 42 million microinverters on more than 1.9 million homes across 130 countries.

Like our customers, our innovative teams are also worldwide, making Enphase Energy a truly global company. We are one of the fastest growing and most dynamic energy companies in the world. Nimble and acutely focused on developing ground-breaking solar energy management technology, each of our teams have a shared goal of creating a carbon-free future.

At Enphase we are also committed to diversity and inclusion. Developing cutting edge technology requires a workforce as diverse as the populations we wish to serve. We are a values-driven company that puts people and their power at the center of our shared energy future.

Our work environment is fast-paced, fun, and full of exciting new projects. We will train you to be successful in your role and help you grow your career and your income. If you are self-motivated, goal-oriented, and eager to join a high-performing team, we have immediate openings on our Customer Service Representative team. The possibilities are endless! In addition to a competitive hourly rate, you will receive Enphase stock and benefits, as well as be eligible for a corporate quarterly bonus and monthly incentives. We also have a periodic performance/milestone-based pay adjustment program.

Enphase is seeking an RMA Supervisor to join our Customer Service Organization. This role will be responsible for making sure best-in-class service is provided.

Responsibilities:

• Assist Call-Center Agents with troubleshooting of technical issues related to Enphase installations and products, as required.
• Assist Call-Center Agents with ongoing training and correction, related both to product and process, as required.
• Monitor call and case statistics toward forecasting Call-Center Agent staffing requirements and infrastructure upgrades.
• Monitor call and case quality for adherence to Enphase standards.
• Fully document all processes and workflow executed by the Call-Center, and keep that documentation updated as the processes and/or workflow change over time.
• Monitor voice and data systems for capacity-planning and troubleshooting, as required.
• Monitor and adjust existing flowchart process(es) for Call-Center Agents for effectiveness and efficiency of problem-resolution.
• Intervene with external customers on specific issues and/or clarifications, as required, for those issues that the Call-Center Agents are unable to bring to full resolution.
• Oversee the Call-Center’s CRM case load, to keep Call-Center Agent response-times within acceptable parameters.
• Regularly report statistical data, trends, significant events and milestones to the Director of Customer Support.
• Coordinate with the Director of Customer Support and other Customer Support Managers on the tracking of impacting field-issues, subsequent product-modifications, and documentation of remediations.
• Enforce departmental best-practices, documentation, and customer-interaction guidelines.
• Be on-call for rendering assistance to Call-Center Agents during the entire window of published, Support hours. (Currently 0600-1900, Pacific time)
• Participate in ongoing training/education of industry standards and Enphase product-specific information.
• Follow Enphase Energy departmental conventions and procedures.
• Professionally represent Enphase via all communications mediums.
• Abide by all company policies and standards of conduct contained in the Enphase Energy employee manual.

Experience and Skills: (Minimum qualifications required for the job)

• Demonstrated track-record of technical support / customer service experience in a leadership or management role.
• 6+ months experience in RMA's
• Excellent verbal and written communications skills, including conflict-resolution, product documentation, staff training and general, public-facing technical support.
• Working experience with networking (TCP/IP) protocols, firewalls, operating systems, SQL databases, CRM (Customer Relationship Management) platforms, software programs and telecom systems and general IT Administration. Mild development experience (scripting) helpful.
• Experience with overseeing, mentoring, and training a team of technical/customer Support technicians.
• Experience with external Product Support, coordinating with internal Software Developers and Hardware Engineers to track bug-fixes, release schedules and issue-escalations
• Excellent, interpersonal skills with external customers and internal employees.
• Proven ability to effectively monitor the Call-Center’s operational statistics and coordinate future needs and expansion with the Director of Customer Support.
• Experience with resource-planning for a call-center Support team helpful.
• Experience with solar electric products and National Electric Code (NEC) helpful.
• Prior experience with Salesforce CRM helpful
• Must possess the ability to effectively present information and respond to questions from groups of customers and employees.
• Advanced proficiency in Microsoft Office suite, internet, web-based and job specific software applications required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Hand and finger manipulation using phone and keyboard.
• Extended time on phone with customers.

Education:

High school diploma or GED equivalent.

Benefits:

• Medical, Dental and Vision Care
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Paid Vacation
• Paid Sick Time
• Tuition Reimbursement
• 10 Paid Holidays
• 401(k) Retirement Savings Plan
• Short Term Disability Insurance (STD) & Long-Term Disability Insurance (LTD)
• Life and Accidental Death and Dismemberment Benefits (AD&D)
• Voluntary (Optional) Life Insurance
• Pet Insurance
• Employee Assistance Program (EAP)