Customer Operations Specialist

Corporate Los Angeles, California United States


Description

Position at EVgo

About EVgo:

EVgo (Nasdaq: EVGO) is the nation’s largest public fast charging network for electric vehicles, and the first powered by 100% renewable energy. Serving more than 250,000 customers across 800 fast charging locations in over 65 metropolitan areas in 34 states, EVgo leads the way on transportation electrification with a broad away of commercial partners including automakers; rideshare, autonomous, medium and heavy duty, and other fleet operators; utilities; retail site hosts and property owners; and other stakeholders to make it easier for drivers across the U.S. to enjoy the benefits of driving an electric vehicle (EV). As a charging technology first mover, EVgo works closely with business and government leaders to accelerate the ubiquitous adoption of EVs by providing a reliable and convenient charging experience close to where drivers live, work, and play, whether for a daily commute or commercial operations.

Position Summary:

EVgo is seeking an experienced Customer Operations Specialist for our Los Angeles office. 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. This is a remote position.

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'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 for external call center
Required Skills/Experience
  • Availability for a regular work schedule of Tuesdays through Saturdays, 12:00 pm to 9:00 pm Pacific Time. 
  • At least 2 years of technical or customer service experience.
  • AA or Undergraduate degree preferred.
  • Familiarity with Excel.
  • 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.
  • Associates Degree or Bachelors Degree preferred, not required.
Employees are required to provide documentation of COVID 19 vaccination.

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.