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Santa Ana, CA 92705

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

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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