United States Job Openings
EVgo
Customer Operations Specialist
Los Angeles
FULL TIME
September 23, 2024
- Provide day-to-day functional and technical support to our customers including testing and troubleshooting as needed.
- Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements are met and customer satisfaction is exceeded.
- Respond to customer billing questions, challenges and escalate to supervisor as needed.
- Answer customer inquiries on social media channels.
- Inbound/outbound contact to customers via phone, chat and email to assist them with account management.
- Ownership of customer's inquiries and follow issues through to excellent resolution
- Commit to being a subject matter expert on EVgo's products and brands for customers.
- Communicate clearly with internal departments, ensuring excellent service.
- Prepare spreadsheets and word documents as required for reporting, analysis, documentation, and presentations.
- Assist with customer feedback on the software and product testing for new EVgo products and functionality.
- Contribute to documentation for training materials.
- Be the voice of the customer by identifying trends and contribute to improving the customer experience.
- At least 2 years of technical or customer service experience.
- AA or Undergraduate degree preferred.
- Proficient in Microsoft Office: Excel, Word, and Power Point.
- Charging network or automotive industry or experience is a plus.
- Outstanding service orientation and strong interpersonal skills that create positive relationships with colleagues and customers.
- Call Center experience is a plus.
- Demonstrated time management skills are required for this position to meet the turnaround and fulfillment times needed for success.
- Excellent, professional, verbal, and written communicator with a coaching mindset.
- Highly Required:
- Availability for a regular work schedule of Monday through Friday, 5:00 am to 2:00 pm Pacific Time and some weekends and holidays.
- Able to work in a sometimes fast-paced environment.
- This role is primarily remote with periodic in-person meetings required in our Los Angeles office and occasional travel as needed. You will be part of a team that is distributed across the US. EVgo is headquartered in Los Angeles.
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