Responds to inbound contacts via phone, chat, and SMS from
existing and prospective customers. This position is the first line
of contact and is responsible to leave a customer with the very
best impression of Electrify America. Delivering exceptional
experiences and focusing on creating long term customers is a
priority. Answers all basic and routine customer contacts and
utilizes computer applications to provide professional service.
Engage with existing and prospective Electrify America customers
via phone, chat, and SMS
Provide courteous, professional and timely responses to a
continuous volume of customer inquiries
Identify, research, understand and address all facets of
Ensure content of oral and written communication meets the needs
of the target audience
Build and foster relationships with partners
Engage leaders and partners when presenting escalations and/or
Answers routine service calls and logs them as appropriate on
the computer system.
Attends assigned training sessions for further improvement in
client and customer satisfaction, client information and job
Adheres to all company and specific ContactCenter policies and
Completes any work as assigned by Management.
EDUCATION: High School Diploma/G.E.D or equivalent work
experience EXPERIENCE: * 0-1 year of customer service experience. *
Ability to work successfully in a call center environment (sitting,
talking with customers in a repetitive, regimented environment for
an 8 hour shift). * Good written communication skills and high
level of comfort providing quality customer service via writing.
Ability to create a response in the tone that is appropriate for
our customer's platform of choice (Phone, chat, SMS etc.) * Ability
to work in a fast-paced, extremely customer-focused multi-channel
contact center * Self-motivated with the ability to multi-task *
Understand, communicate and display the ability to provide
exceptional customer experiences * Ability to work independently
and efficiently, yet be a team player * Proficient in Microsoft
Office/PC skills * Familiar with the use of technology; Windows/PC
skills * Understanding and/or willingness to learn about electric
vehicles of the EV charging industry * Meet or exceed defined KPIs
and objectives * Ability/willingness to learn new systems and
technology COMPLEXITY: Utilizes empathy, listening skills, and a
courteous and a helpful attitude to focus on providing quality
customer service. Strong oral and written communication skills.
Able to adapt to a changing work environment and the willingness to
learn new skills and develop greater job knowledge. WORKING
RELATIONSHIPS: Communicates with associates, customers and clients
in a professional manner. Effectively teams with peers,
supervisors, and management to achieve corporate and client goals.
ADDITIONAL REQUIREMENTS: Flexible work schedule including nights,
weekends, and holidays as business need dictates.
Equal Opportunity Employer Minorities/Women/Protected