1+ months

Customer Service Specialist

Los Angeles, CA 90064
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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:

We are hiring experienced Customer Service Specialists (CSS). The ideal candidates are excellent communicators and decision-makers working in our back office and partnering with front-line (remote) call center agents. You will also act as a mentor helping to coach and improve performance. The CSS will also occasionally resolve escalations as needed to our valued customers, EVgo teams, and business partners. In this role you will....
  • Easily learn EVgo's products and brand to assist subscribers.
  • Deliver accurate technical support to our customers - all channels (email, live chat, and social media).
  • Review and analyze daily driver enrollment, support tickets, and track incidents.
  • Fulfill new enrollments and maintain records.
  • Troubleshoot subscriber technical and onsite issues to resolution.
  • Efficiently follow-up on assigned cases to exceed KPIs on satisfaction and service.
  • Initiate outbound calls and emails to assist them with account management.
  • Take ownership of customer's issues and follow problems through to resolution.
  • Liaise with technical teams and internal teams ensuring advanced issues are resolved.
  • Prepare spreadsheets and write documentation as required.
  • Assist with customer insights on software and product testing for fit and functionality.
  • Create documentation for training materials if appropriate.

Skills and Qualifications:
  • 1- 2 years of technical, customer or call enter customer service experience.
  • Tech-savvy with strong Excel and MS Office Suite experience.
  • Outstanding, professional, verbal, and written communicator with a coaching mentality.
  • The charging network or automotive industry or experience is a plus.
  • Outstanding service-orientation and strong interpersonal skills.
  • Confidence, warmth, and strength working across the team and independently.
  • Multi-tasker with great attention to detail.
  • Strong project management and organization skills; meeting deadlines.
  • Flexible to work evenings and weekends as scheduled.

Posted: 2020-12-16 Expires: 2021-01-16

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Customer Service Specialist

Los Angeles, CA 90064

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