Customer Operations Specialist

Corporate Los Angeles, California Reston, Virginia Boulder, Colorado Chicago, Illinois United States


Description

About EVgo 

EVgo is the nation’s largest public fast charging network for electric vehicles, with more than 800 fast charging locations in 66 markets in 34 states. Powered by 100% renewable energy. EVgo serves more than 200,000 customers nationwide.

EVgo fast chargers are compatible with all fast charge capable EV models currently on the market, including Tesla Models S/X/3 with a CHAdeMO adapter EVgo has the best operating record in the industry – more than 98% uptime – and consistently earns top consumer scores on PlugShare. 

Founded in 2010, EVgo partners with retail hosts, hotels, shopping centers, gas stations parking lot operators and other stakeholders to make it easier to fast charge your EV close to where you live, work and play.

Position Summary:

EVgo is seeking an experienced Customer Operations Specialist.  The Customer Operations Specialist (COS) reviews and analyzes technical support tickets and tracks incidents that occur with our Call Center dedicated to our Electric Car Chargers. A proven service leader, this successful applicant is tasked with reviewing daily driver enrollment reports, accurate fulfillment of new enrollments and outstanding record-keeping.  An excellent communicator and decision maker, you will work closely with remote call center agents observing opportunities to coach and improve the performance of these agents. The COS will also provide occasional escalation customer service as needed to our valued customers, EVgo teams, and business partners. The COS will also assist with incoming customer service calls and be available to work different shifts if needed. At the present time, this is a remote work opportunity.

Responsibilities:
  • 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.
  • Outbound contact to customers via phone and email to assist them with account management.
  • Ownership of  customer 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 for external call center
You've got what it takes if you have...
  • 1- 2 years of technical or customer service experience.
  • Bachelor's degree in a related field preferred.
  • 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.
  • Zendesk and other Customer Service Programs are a plus.

To find out more, or to join the EVgo network, visit www.evgo.com. Connect with EVgo on Facebook and follow us on Twitter. At EVgo, we are committed to creating a more equitable and inclusive workplace where everyone feels welcome. Apply today to join our team and help make a meaningful impact in the fight against climate change. By submitting this form, you acknowledge you are sharing your personal information with EVgo. By proceeding, you consent to EVgo’s Privacy Policy and Privacy Notice for California Residents. More detail regarding personal information we collect, how we use that information, how we share that information, and your rights and choices can be found here.