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Project Coordinator

Santa Ana, CA 92705

Posted: 09/22/2022 Employment Type: Direct Placement Category: Customer Service Representatives Job Number: 95258

Job Description

Position Summary:
  • This position takes incoming service cases in SalesForce, creates service tickets, and reviews and analyzes technical support tickets and tracks incidents that occur with our client's Electric Car Chargers.
  • The ideal candidate has a technical background in troubleshooting service calls, is a proven service leader, excellent communicator, and decision-maker, and will also provide occasional escalation customer service as needed to our valued customers.
  • This position reports to the operations team, CSR Manager.


Responsibilities:
  • Responsible for answering requests via tickets, chats, emails, and phone. These requests must be responded to promptly with the highest level of customer service possible.
  • 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 questions, challenges, and escalate to supervisor as needed.
  • Outbound contact with customers via phone and email to assist them with account management.
  • Own customer inquiries and follow issues through to excellent resolution.
  • 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 company software and product testing for new products and functionality.
  • Coordinate the logistics for charger installations and commissioning.
  • Provide logistical support rollout and field upgrade projects.
  • Assist in scheduling the activities of field staff during project-related activities.
  • Ensure parts are shipped to field staff for any and all installations, commissioning, and project work.
  • Update project tracking lists and work orders and report progress to our customers
  • Other duties as assigned.


Qualifications:
  • Minimum of 2 years of technical or customer service experience.
  • EV Charging network or automotive industry or experience is a plus.
  • Salesforce software experience (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.
  • Ability to multi-task, work under tight deadlines and be a team player.
  • Excellent, professional, verbal, and written communicator with a coaching mindset.

Additional Information:
  • Core working hours are 8am-5pm with flex starting times.
  • Hybrid schedule: (4) days in office & (1) day home.
  • Rotation of three reps work Saturday and Sunday for 3-4 hours from home every (4-5 Weeks). (This will decrease after hiring 4-5 more team members)
  • Hourly rate with paid OT
  • Pay scale:  $25.00-$35.00/hour
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