Customer Service Representative

EPG is looking to hire a full-time direct hire Customer Service Representative to join one of our clients in the electric vehicle charging industry. This position is responsible for taking incoming service calls, evaluating the level of importance for these calls, creating service tickets, and reviewing and analyzing technical support tickets and tracking incidents that occur with Electric Car Chargers. The ideal candidate is a proven leader in service, excellent communicator, and sound decision maker.

Responsibilities

• Provide day-to-day functional and technical support to customers including testing and troubleshooting as needed.
• Ensure proper, timely, and ongoing follow-up via tickets, messages, phone, email, etc. on assigned cases to ensure service level agreements are met and customer satisfaction is exceeded.
• Commit to being a subject matter expert on products and brands for customers.
• Prepare spreadsheets and word documents as required for reporting, analysis, documentation, and presentations.
• Coordinate the logistics for charger installations and commissioning.
• 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 customers.

Requirements

• 2+ years of technical or customer service experience.
• Outstanding service orientation and strong interpersonal skills.
• Demonstrated time management skills
• Ability to multitask, work under tight deadlines and be a team player within a stressful environment
• Excellent, professional, verbal, and written communicator
• Ability to work remotely one weekend per month i.e. 4 hours on Saturday and Sunday.

Preferred

• EV Charging network or automotive industry or experience.
• Salesforce software experience.
• Call center experience.

Benefits

• Advancement opportunities
• Medical, Dental, Vision, Life Insurance, Short / Long term Disability
• 401K Retirement Plan
• Vacation / Sick / Holiday Pay
• Stable and growing company