Customer Operations Specialist

about 13 hours ago
Full time role
Hybrid · Remote · United States... more
About EVgo: 
 
EVgo (Nasdaq: EVGO) is a leading provider of electric vehicle (EV) charging solutions, operating one of the largest public fast charging networks in the United States. With over 1,000 fast charging locations across more than 35 states, EVgo serves over 981,000 customer accounts. Our mission is to expedite the mass adoption of electric vehicles by creating a convenient, reliable, and affordable EV charging network that delivers fast charging to everyone. EVgo partners with automakers, fleet operators, retail hosts, and policy makers to offer innovative services such as EVgo Optima™, EVgo Inside™, EVgo Rewards™, and Autocharge+. Committed to sustainability, EVgo uses 100% renewable energy and fosters an inclusive community with diverse practices. Our commitment to diversity, equity, and inclusion is integral to our mission and operations, ensuring a welcoming environment for people of all backgrounds. For more information, visit https://www.evgo.com. 
 
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 vehicle 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.
 
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.
  • 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.
Required Skills and Experience: 
  • At least 2 years of technical or customer service experience.
  • AA or Undergraduate degree preferred.
  • Proficient in Microsoft Office: Excel, Word, and PowerPoint.
  • 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, 12:00pm -9:00pm 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. 
For job positions in CA, CO, and NYC, the estimated salary range for a new hire in this position is $55,000 USD to $60,000 USD. Actual salary may vary depending on job-related factors, including knowledge, skills, experience, and location. In addition to a competitive base salary, discretionary target cash bonus, and restricted stock units (subject to Board Approval). EVgo offers a comprehensive benefits package including health, life, and disability insurance, unbounded paid time off including parental leave, and a 401(k) plan.